Regional Call Center Coordinator

Regional Call Center Coordinator Welcome Home! Build your career with Lennar! As one of the nation’s largest builders, Lennar has built over one million new homes for families across America. Since 1954, our communities have catered to all lifestyles and family dynamics, whether you are a first-time or move-up buyer, multigenerational family, or active adult. At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team.

Our Everyone’s Included vision is to be as inclusive and diverse as the communities we build unleashing the power of diversity within our workforce to drive innovation & sustainable growth.

Position Summary:

Answer all customer care telephone calls and inquiries. Process and administer all customer care and quality assurance related paper work and information. Maintain customer care records and support department activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Place and receive inbound calls including transferred calls from homeowners, respond to customer requests and input service request data.
2. Receive and process homeowner service requests in a timely manner per established policies, including settlement & releases and check requests.
3. Collect up-to-date project Customer Care status information, input to computer and distribute weekly project report.
4. Maintain RCC filing system for projects and individual homesites that permits quick access to all previous correspondence, and related data.
5. Support Customer Care associates as needed. 6. All other duties as assigned. ADDITIONAL RESPONSIBILITIES
1. Provide on-the-job training for new employees.
2. Generate customer letters and emails.
3. Send and receive various surveys from customers and field associates.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High school diploma minimum.
• 3 years experience in a call center or customer service environment, preferably with a home builder.
• Must be computer literate and possess strong Word, Excel skills and have the ability to learn customer service software applications.
• Must possess strong organizational skills.
• Minimum 50 WPM. Must be accurate for data entry.
• Must possess excellent written and oral communication and interpersonal skills.
• Must be bilingual in English and Spanish.
• Must possess professional and friendly attitude to represent company in a positive manner and be able to develop a rapport with customers over the phone.
• This position is an overnight, remote role: 9:45pm- 6:15am (EST) shift

PHYSICAL REQUIREMENTS:

This is primarily a sedentary office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing 25 pounds or less. Finger dexterity required to operate a computer keyboard, calculator and telephone equipment.

ADDITIONAL REQUIREMENTS:

Ability to:
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team Player Life at Lennar! Lennar recognizes our associates are the heart of the company’s success. Learn new skills, build your path, and become an integral part of the Lennar Family. When You Join:
Health Insurance Medical, Dental & Vision Vacation – 3 weeks of vacation per year to start Holidays, Sick Leave, & Personal Days - 401(k) Savings Plan with company match Paid Maternity & Bonding Leave New Hire Referral Bonus Program Product Purchase Discount for Associates Associate Assistance Plan Everyone’s Included Day In the spirit of inclusion, diversity, and caring for our community, Lennar encourages our Associates to take a day to connect, reflect and inspire those around us, in a way that is uniquely important to you.

And More! Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. #LI-HP1 Life at Lennar 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,…