Homebuyer Concierge

Homebuyer Concierge

The Homebuyer Concierge (HBC) role is designed to deliver a high‑touch, warm, and proactive home buying experience from the Purchase Agreement through Closing. Serving as the single point of contact throughout the construction and closing journey, this role acts as the primary liaison between the Homebuyer and the builder, which is critical to driving satisfaction, operational accuracy, and seamless communication. The HBC is responsible for managing closing and walkthrough schedules while setting clear expectations that align with Lennar’s processes and policies.

Ultimately, the Concierge delivers a polished, professional, and consistent customer experience that mirrors the quality of Lennar homes.

• Proactive Engagement:
  Act as the primary, "customer‑first" point of contact, providing warm and consistent updates via multiple means of communication.
• Expectation Management:
  Educate buyers on mortgage, title, closing journey and construction expectations to ensure a seamless experience.
• Milestone Ownership:
  Conduct regular check‑ins to provide progress updates, resolve concerns, and celebrate key milestones through closing day.

• Data Integrity:
  Maintain 100% accuracy for all customer interactions, closing dates, and documentation using the appropriate CRM software.
• Contract Administration:
  Generate and execute all post‑agreement addenda and verify all requirements are met to ensure on‑time closings.
• Tech Onboarding:
  Guide home buyers to download and utilize the Lennar App as the primary hub for their closing journey and leverage the app to optimize the homebuyer experience.

• Central Liaison:
  Coordinate communication between Home buyers and internal partners (Construction, Mortgage, Title, and Sales) and external partners as needed to facilitate a timely closing.
• Problem Resolution:
  Independently manage complex issues, including appraisal challenges (Tidewater/ROV), loan denials, and scheduling conflicts.
• Project Tracking:
  Participate in weekly backlog meetings to audit home statuses and proactively mitigate potential closing delays.

• High School diploma or GED required; bachelor’s degree preferred.
• At least one year of experience supporting a real estate sales team preferred.
• Proven ability to deliver high‑quality customer service in a fast‑paced, high‑volume environment.
• Flexibility to work varying hours, including occasional attendance on site with homeowners or off‑site events.
• Strong organizational and time‑management skills, with the ability to communicate effectively and navigate real estate and residential construction processes.
• Ability to assess issues, identify solutions, and manage multiple priorities.
• Proficiency in Microsoft Word, Excel, and CRM platforms.
• Proficiency in using digital communication tools and AI‑augmented software (including automated transcription and summarization) to streamline documentation and manage the customer journey.
• Hold or obtain a valid Real Estate License where such licensing is a regulatory requirement.

• 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.

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

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

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.