Field Customer Care Representative

LOK Lennar Homes of Oklahoma LLC; Oklahoma City (OK); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid parental leave

Vacation time and holidays

Job summary

Lennar is seeking a Customer Care Representative to professionally handle homeowner requests, guide troubleshooting remotely, and advise on warranty coverage. You will document case histories, coordinate with trade partners, and ensure repairs are completed to Lennar’s quality standards.

The role requires strong communication, organizational skills, and the flexibility to work non-traditional hours. Prior homebuilder customer service experience is a plus, with proficiency in Word and Excel

Qualifications

• Minimum High School or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience required, preferably with a homebuilder.
• Good organizational and time-management skills.
• Flexibility to work evenings, weekends and holidays.
• Ability to analyze problems and determine solutions.
• Intermediate to advanced PC skills with MS Word/Excel.

Responsibilities

• Professionally and promptly handle homeowner requests after reviewing documentation, homesite and case history.
• Use remote assistance tools to guide homeowners through troubleshooting and resolution steps.
• Provide guidance on warranty coverage and self-help solutions.
• Document all findings and correspondence for thorough case documentation.
• Determine scope of work for warranty repairs and coordinate with trade partners.
• Ensure repairs are completed and homeowners are satisfied with the service.
• Deliver support in accordance with warranty policies and standards.
• Process back charges and EPOs to ensure timely payment to trade partners.
• Address trade partner scheduling, communication, or payment issues.
• Participate in after-hours on-call rotation and expedite emergency repairs.
• Perform additional duties as assigned to support the division.

Skills

Verbal communication

Written communication

Customer service

Organizational skills

Time management

Problem solving

Professional demeanor

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 in, 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.

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. During the course of your employment, you may be required to use, download, or access certain Company-approved tools, programs, applications, or systems. These resources may include, but are not limited to, applications designed for customer engagement, operational efficiency, data analysis, Artificial Intelligence (AI) tools, and other business functions.

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, ensuring their health needs are well taken care of.
• Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.
• To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations.
• From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies.
• Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day.

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 for the latest job opportunities.

We're Always Looking Ahead

Want to work in an innovative environment that empowers you to explore your passions? At Lennar, we promote asking questions and working together to solve complex problems. It's how we've become a leader in the homebuilding industry and why our Associates love working here. If you're interested in helping people find their future homes and, in doing so, build a better future for themselves, then Lennar is the place for you.

Work Where Everyone's Included

We're committed to building and sustaining an inclusive culture where everyone has a seat at the table, and we're all on a first-name basis. This inclusive culture influences our hiring practices, the communities we serve and how we build better career experiences for all our Associates. It's why we created our Everyone's Included Advisory Council, and we'd love for you to be a part of our shared journey.

Join Our Talent Network

Welcome to the Lennar Community! We are tickled, delighted and happy that you've decided to join our Talent Community! We look forward to connecting about career opportunities at Lennar.

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