Customer Care Area Manager

Customer Care Area Manager

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.

• Initiate contact with customers and set expectations for large-scale repairs.
• Serve as point of contact for customers throughout the repair project.
• Manage customer expectations and, when needed, coordinate their departure and return to their home.
• Collaborate with company attorneys for releases and claim filings against responsible vendors.
• Solicit and review vendor bids for repairs and recommend vendors to Division leadership.
• Create and maintain a schedule and financial log for repair costs and customer expenses/per diem.
• Review and approve all costs associated with each repair project.
• Oversee vendors to ensure quality work is completed on time.
• Understand each trade partner's scope of work and ensure that completed work meets standards before approving payment.
• Occasionally audit the tasks of a customer care representative during and/or after new home orientation.
• Occasionally oversee a new home orientation while in progress to ensure performance standards of a customer care representative or quality assurance manager is being met.
• Ensure successful delivery of repairs within the agreed schedule and budget.
• Maintain positive relations with homeowners, providing timely and professional responses to inquiries and resolving issues through personal involvement, including on-site visits.
• Provide regular updates on project status to Division executive leaders.

• Comprehensive understanding of building codes and industry-standard building practices.
• High School diploma or equivalent required; college degree preferred.
• At least 5 years of experience in Project Management, preferably in construction.
• At least 5 years of experience in Customer Service, preferably with a home builder.
• Proficiency in reading and interpreting blueprints and engineering reports.
• Extensive knowledge of carpentry, structural design, engineered wood products, and failure analysis.
• Valid driver’s license, a clean driving record, and valid auto insurance required.
• Intermediate to advanced PC skills, including Microsoft Office Applications and Excel.
• Excellent verbal and written communication skills.

Regular in-person attendance at company communities, job sites, and offices during regular work hours is essential. The role requires working more than eight hours per day in the confined quarters of a construction trailer, operating a motor vehicle, reading plans, climbing stairs and ladders, bending, stooping, reaching, lifting, moving, and/or carrying equipment which may exceed 50 pounds. Job may require occasional operation of construction equipment.

Finger dexterity may be required to operate a computer keyboard and calculator.

Base compensation is expected to range from an annual salary of $65,007.38 to $120,395, subject to adjustment based on qualifications and location. The position may be eligible for bonuses and commissions.

Benefits include health insurance (Medical, Dental, Vision), a 401(k) plan with a dollar‑for‑dollar match up to 5% from the company, Paid Parental Leave, an Associate Assistance Plan, Education Assistance, up to $30,000 in Adoption Assistance, vacation up to three weeks annually, paid holidays, sick leave, and personal days. Additional perks include a New Hire Referral Bonus, home purchase discounts, and the Everyone’s Included Day.

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