Virtual Customer Care Representative

Virtual Customer Care Representative

Lennar is one of the nation’s leading homebuilders, dedicated to creating an extraordinary experience for homeowners, communities, and associates through quality homes and exceptional customer service.

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 focused on 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.

• 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 the 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.

• Minimum 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, and understanding of technical aspects of residential construction.
• Availability to work flexible hours based on business needs, 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 in a positive manner.

Regular in‑person attendance at company communities, job sites, and offices during regular work hours is an essential function of this job. The position requires the ability to work more than eight hours per day in the confined quarters of a construction trailer, operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry equipment that may exceed 50 pounds.

Occasional operation of construction equipment may be required. Finger dexterity may be required to operate a computer keyboard and calculator.

Associates have access to comprehensive benefits designed to enhance well‑being and professional growth, including health insurance (Medical, Dental, and Vision), a 401(k) retirement plan with a $1 for $1 company match up to 5%, paid parental leave, an associate assistance plan, education assistance, up to $30,000 in adoption assistance, up to three weeks of vacation annually, holiday, sick leave and personal day policies, a new hire referral bonus program, significant home purchase discounts, and unique opportunities such as Everyone’s Included Day.

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