Customer Care Representative

Lennar USA; Lehi (UT); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid parental leave

Adoption assistance

Vacation time

Holidays and personal leave

Employee referral program

Home purchase discounts

Everyone’s Included Day

Job summary

Lennar seeks a Customer Care Representative to join its team, delivering warranty and service support to homeowners through digital channels. You will communicate clearly with homeowners, field teams, and Trade Partners to resolve issues quickly and professionally using remote tools.

Responsibilities include reviewing case history, guiding homeowners through troubleshooting, explaining warranty coverage, and documenting all findings. Flexible hours including evenings and weekends may be required.

Qualifications

• High school diploma or GED required.
• Experience in customer service, preferably in homebuilding.
• Strong verbal and written communication skills.
• Good organizational and time-management abilities.
• Able to analyze problems and determine solutions.
• Familiarity with residential construction concepts.
• Flexible with hours including evenings, weekends, and holidays.
• Professional demeanor representing the company.

Responsibilities

• Handle homeowner requests promptly after reviewing documentation, home site, and case history to ensure familiarity with the matter.
• Use remote assistance tools to guide homeowners through troubleshooting and resolution steps.
• Explain warranty coverage and out-of-warranty items, and point to self-help resources.
• Document findings and relevant documents, photos, and correspondence for thorough case records.
• Define the scope of warranty repairs and coordinate with Trade Partners for next steps.
• Ensure repairs are completed and homeowners are satisfied through proactive support.
• Provide support in accordance with Lennar’s warranty policies and standards.
• Process back charges and EPOs to ensure timely payment to Trade Partners.
• Address trade partner scheduling, communication, or payment issues as they arise.
• Participate in after-hours on-call rotation for emergency repairs.
• Perform additional duties to support team success.

Skills

Verbal communication

Written communication

Customer service experience

Problem solving

Time management

Organizational skills

Technical understanding (residential)

Microsoft Word

Microsoft Excel

Professional attitude

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Customer Care Representative

We are Lennar

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for our Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

A Career that Empowers You to Build Your Future

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.

Your Responsibilities on the Team

• 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.

Your Toolbox

• 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.

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners. Regular contact with the public. Frequent external contacts where matters discussed require resourcefulness, patience, clarity and tact.

Physical & Office/Site Presence Requirements

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

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth.

• Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage.
• Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%.
• Paid Parental Leave and an Associate Assistance Plan.
• Education Assistance Program and up to $30,000 in Adoption Assistance.
• Up to three weeks of vacation annually.
• Generous Holiday, Sick Leave, and Personal Day policies.
• New Hire Referral Bonus Program.
• Significant Home Purchase Discounts.
• Everyone’s Included Day.

Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms.

Visit Lennartotalrewards.com to view our suite of benefits.

Join the fun and follow us on social media to see what's happening at our company, and don't forget to connect with us on Lennar: Overview | LinkedIn https://www.linkedin.com/company/lennar/ for the latest job opportunities.