Field Customer Care Representative

LTL Lennar Homes of TX L&C LTD; Ranger (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid parental leave

Education assistance

Adoption assistance

Vacation and holidays

Home purchase discounts

Referral bonus

Job summary

Lennar is seeking a Customer Care Representative to provide warranty and service support to homeowners through digital channels. You will respond quickly and professionally using remote assessment, digital communication, and virtual technology to enhance customer satisfaction.

In this role you will coordinate with field teams and Trade Partners, document findings, guide homeowners through troubleshooting, and help determine warranty scope.

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience preferred, especially with a homebuilder.
• Good organizational and time-management abilities.
• Willingness to work evenings, weekends, and holidays.
• Strong problem-solving and analytical abilities.
• Proficient with Microsoft Word and Excel.

Responsibilities

• Handle homeowner service requests promptly after reviewing provided documentation, homesite and case history.
• Guide homeowners remotely through troubleshooting and resolution steps.
• Explain warranty coverage and out-of-warranty items.
• Document findings with photos and correspondence to ensure thorough case notes.
• Coordinate with Trade Partners for further action.
• Ensure repairs are completed and homeowners are satisfied with support.
• Process back charges and EPOs to ensure prompt payment to Trade Partners.
• Participate in after-hours on-call rotation and expedite emergencies as needed.
• Perform additional duties as assigned.

Skills

Excellent verbal and written comm.

Customer service experience

Organizational skills

Time management

Problem analysis

Flexibility with hours

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.

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.

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.
• Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.
• 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.

Visit Lennartotalrewards.com to view our suite of benefits.

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.