Customer Care Representative

Lennar Utah; Lehi (UT); On-site; USD 42,000 - 54,000; Full time

Job summary

Lennar's Customer Care Team in Utah seeks a Customer Care Representative to deliver warranty and service support to Homeowners through digital channels, focusing on rapid, professional responses via remote assessment and virtual tools.

You will communicate clearly with Homeowners, field teams, and Trade Partners to resolve issues efficiently, document all steps, and ensure satisfaction per Lennar's policies. This is an on-site, full-time role.

Qualifications

• Must have at least a high school diploma or GED.
• Excellent verbal and written communication skills.
• Prior customer service experience, preferably with a homebuilder.
• Strong organizational and time-management abilities.
• Ability to work flexible hours including evenings, weekends, and holidays.
• Able to analyze problems and determine effective solutions.
• Proficient in Microsoft Word and Excel.
• Professional attitude representing the company.

Responsibilities

• Handle homeowner requests promptly after reviewing docs and case history.
• Use remote tools to guide homeowners through troubleshooting.
• Explain warranty coverage and out-of-warranty items.
• Document findings and correspondence in the system.
• Define scope of work for warranty repairs and coordinate with Trade Partners.
• Ensure repairs are completed and homeowners are satisfied.
• Provide support per Lennar's warranty policies and standards.
• Process back charges and EPOs to ensure timely payment.
• Address trade partner scheduling, communication, or payment issues.
• Participate in after-hours on-call rotation for emergencies.
• Take on additional duties as needed.

Skills

Verbal communication

Written communication

Customer service

Organizational skills

Time management

Problem solving

Microsoft Word

Microsoft Excel

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

The Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through digital channels. The role is dedicated to enhancing Customer Satisfaction by responding to Homeowner service requests quickly and professionally using remote assessment, digital communication, and virtual technology. Clear and proactive communication with Homeowners, field teams, and Trade Partners is essential for timely and effective issue resolution.

Responsibilities

• Professionally and promptly handle requests by contacting the Homeowner after reviewing provided documentation, homesite and case history to ensure familiarity with the matter.
• Use remote assistance tools to patiently guide Homeowners through troubleshooting, investigative and resolution steps.
• Share guidance on warranty coverage, out-of-warranty items, and self-help solutions.
• Document and maintain all findings, including pertinent documents, photos, and correspondence using provided technology to ensure thorough case documentation.
• Determine the scope of work for warranty repairs, troubleshoot and resolve minor issues remotely, and coordinate with Trade Partners for further action.
• Ensure repairs are completed and Homeowners are satisfied through knowledgeable, friendly, and proactive support.
• Deliver comprehensive support in accordance with Lennar's warranty policies and quality standards.
• Process back charges and EPOs to ensure prompt payment of Trade Partners as needed.
• Proactively remedy any trade partner scheduling, communication, or payment related issues.
• Participate in after-hours on-call rotation and expedite emergency repairs, as directed by management.
• Perform additional duties as assigned to support the overall success of the division.

Qualifications

• Minimum High School or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience required, preferably with a homebuilder.
• Must possess good organizational and time-management skills, and understand technical aspects of residential construction.
• Availability to work flexible hours based on business needs, including evenings, weekends, and holidays.
• Able to analyze problems, determine solutions, and produce desired outcome.
• Intermediate to advanced PC skills (Microsoft Word and Excel).
• Must possess professional attitude to represent company in a positive manner.

Additional Information

This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities, and activities may change at any time with or without notice.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws