Field Customer Care Representative

Customer Care Representative

We are Lennar, a Fortune 500® home builder committed to creating extraordinary experiences for homeowners, communities, and associates. The Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to homeowners through digital channels.

• Professionally and promptly handle homeowner requests by contacting them after reviewing documentation, homesite, and case history.
• Use remote assistance tools to 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.
• Determine 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.
• 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.
• Excellent verbal and written communication skills.
• Prior customer service experience required, preferably with a home builder.
• Good organizational and time‑management skills; understanding of technical aspects of residential construction.
• Availability to work flexible hours based on business needs, including evenings, weekends, and holidays.
• Able to analyze problems, determine solutions, and produce desired outcomes.
• Intermediate to advanced PC skills (Microsoft Word and Excel).
• Professional attitude to represent the company positively.

Daily interaction with various division personnel, outside agencies, business partners, consultants, and homeowners. Frequent external contacts require resourcefulness, patience, clarity, and tact.

This position is primarily sedentary. Incumbent must be able to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is required.

At Lennar, we provide a comprehensive array of benefits including health insurance (Medical, Dental, Vision), a 401(k) 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. Other benefits include a new hire referral bonus program, home purchase discounts, and special events 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.