Field Customer Care Representative

Job Description

Customer Care Representative

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 dedicated to 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 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.
• Perform additional duties as assigned to support the overall success of the division.

Minimum High School or GED Required.

Excellent verbal and written communication skills.

Prior Customer Service Experience Required, Preferably With a Home builder.

Must possess good organizational and time‑management skills, and understand technical aspects of residential construction.

Able to analyze problems, determine solutions, and produce desired outcome.

Intermediate to advanced PC skills (Microsoft Word and Excel).

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.

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.

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, 401(k) retirement plan, Paid Parental Leave, Associate Assistance Plan, Education Assistance Program, Adoption Assistance, vacation, holiday, sick leave, personal days, New Hire Referral Bonus, 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.