Field Customer Care Rep

Job Description

Field Customer Care Representative

• Conduct on-site inspections and homesite visits to evaluate homeowner concerns and verify warranty coverage.
• Investigate potential warranty issues, identify root causes, and determine corrective actions aligned with Lennar standards.
• Manage complex cases that require coordinating multiple trades, scheduling, and materials to achieve timely resolution.
• Communicate proactively and professionally with homeowners, trade partners, and internal teams.
• Proactively remedy any trade partner scheduling, communication, or payment related issues.
• Document findings, photos, and communications thoroughly in the appropriate CRM system for accurate case tracking and transparency.
• Prepare detailed scopes of work and oversee execution to meet quality and safety expectations.
• Troubleshoot and resolve minor construction issues on-site when feasible.
• Ensure compliance with Lennar’s warranty policies, building codes, and best practices during all evaluations.
• Maintain knowledge of community details, HOA guidelines, and local regulations relevant to homeowner concerns.
• Assist with New Home Celebrations, New Home Acceptance, and other assigned customer touchpoints.
• Participate in after-hours on-call rotation and expedite emergency repairs via virtual means.
• Perform additional duties as assigned to support the overall success of the division.

• Minimum High School or GED required; technical or construction training preferred.
• 2+ years of experience in residential construction, warranty service, or customer care with a home builder.
• Strong understanding of construction methods, building systems, and technical problem-solving.
• Must possess good organizational and time-management skills, communicate effectively, and understand technical aspects of residential construction.
• Ability to analyze issues, develop solutions, and manage multiple priorities effectively.
• Proficiency in Microsoft Word, Excel, and CRM platforms.
• Ability to work flexible hours and travel regularly to homesites.
• Excellent verbal and written communication skills.
• Must possess professional attitude to represent company in a positive manner.

• 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.

This role includes regular homesite visits and requires the ability to walk uneven terrain, bend, stoop, lift up to 25 lbs., and use mobile technology in the field.

• This position may be eligible for bonuses.
• This position may be eligible for commissions.
• This position will be eligible for the described benefits listed in the above section in accordance with Company Policy.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.

To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day.

At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit  to view our suite of benefits.

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