Warranty & Customer Care Specialist

Lennar; Houston (TX); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid parental leave

Education assistance

Adoption assistance

Vacation

Referral program

Home purchase discounts

Everyone's Included Day

Job summary

Lennar is seeking a Customer Care Representative to provide warranty and service support to Homeowners through digital channels. The role focuses on enhancing customer satisfaction by responding to service requests quickly with remote assessment, digital communication, and virtual technology.

You will coordinate with field teams and Trade Partners, document findings, and guide homeowners on warranty coverage while maintaining professionalism.

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.

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.

Skills

Communication skills

Customer service experience

Organizational & time management

Problem solving

Professionalism

Flexibility

Education

High School diploma or GED

Tools

MS Word

MS Excel

Job description

Lennar is seeking a Customer Care Representative to provide warranty and service support to Homeowners through digital channels. The role focuses on enhancing customer satisfaction by responding to service requests quickly with remote assessment, digital communication, and virtual technology.

You will coordinate with field teams and Trade Partners, document findings, and guide homeowners on warranty coverage while maintaining professionalism.