Virtual Customer Care Representative

Customer Care Representative

Position at Lennar, a leading home builder. The Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through digital channels.

• Professionally and promptly handle requests by contacting the Homeowner after reviewing documentation, homesite and case history to ensure familiarity with the matter.
• Use remote assistance tools to 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 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.

• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience required, preferably with a home builder.
• Good organizational and time‑management skills.
• Understanding of technical aspects of residential construction.
• Availability to work flexible hours, including evenings, weekends, and holidays.
• Ability to analyze problems, determine solutions, and produce desired outcomes.
• Intermediate to advanced PC skills (Microsoft Word and Excel).
• Professional attitude to represent the company positively.

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

• Robust health insurance plans (Medical, Dental, Vision).
• 401(k) Retirement Plan with $1 for $1 company match up to 5%.
• Paid Parental Leave.
• Associate Assistance Plan.
• Education Assistance Program.
• 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.

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