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Sr Customer Care Rep

2 months ago

Federal Way, United States Lennar Homes Full time

Sr Customer Care Representative

We are Lennar 

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their 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.

Join a Company that Empowers you to Build your Future

Our commitment to Quality, Value, and Integrity is the underlying foundation upon which Lennar was built, and these three fundamental principles still guide us in caring for our customers, associates, trade partners, shareholders, and community.

The Sr Customer Care Rep will provide consistency through evaluating all aspects of the home buying and home building processes from the TDH Experience through and with emphasis on construction quality, customer care, customer communication and inter-department communication, procedures and training.

Your Responsibilities on the Team 

  • Pre-walk home sites to provide punch list to construction manager prior to celebration; provide quality control for finished product.

  • Management may assign an area to senior as a customer care representative depending on work load.

  • Mentor new hire associates in master plan communities through a continual training program; including but not limited to use of CRM, Build Pro, Docusign, construction cross training, building practices, TLCs, New Home orientation, review and basic customer care daily functions.

  • Help new hires with challenging home owners and situations that may take a lot of time away from their daily activities.

  • Conduct Homeowner Celebrations, on an as needed basis in other communities as directed by Director of Customer Care.

  • Schedule and supervise trade partner repairs in homes after delivery to home owner.

  • Schedule TLC inspections with homeowners, assess routine warranty claims and follow through to completion of service requests when needed.

  • Provide accurate and timely information to Department Manager as it relates to quality of workmanship and repairs.

  • Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional service.

  • Evaluate trade partner and product performance. Provide ongoing information to Director of Customer Care as it relates to quality of workmanship and details.

  • Build and maintain trade and Lennar departmental relations.

  • Work with Director of Customer Care on special projects as needed; Legal dismissal process. Solicit and meet with litigants in their respective areas. Evaluate construction defects vs homeowner maintenance. Negotiate an acceptable scope of work in exchange for the customer removing themselves from lawsuits.

  • Participate and attend department meetings as requested.

  • Issue purchase orders and investigate repairs for any back charges, train other reps.

  • Supervise scheduling of trade partners repairs in homes after delivery to homeowner.

  • Keep accurate service request logs and documentation of all work performed.

  • Perform all other duties as assigned.

Requirements

  • Seven (7) years of homebuilding and/or similar customer service experience preferred

  • High school diploma or GED required, but will accept equivalent work experience

  • Valid driver’s license

  • Excellent communication skills, verbal and written

  • Strong organizational and interpersonal skills

  • Must be able to deal effectively with confrontational situations and maintain objectivity in public relations

  • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines

  • Maintain regular attendance and punctuality relative to daily work schedule is required

  • Must be able to work a flexible work schedule, which includes “on-call” work

  • Follow directions from a supervisor

  • Understand and follow work rules and procedures

  • Accept constructive feedback

  • Team player

Life at Lennar

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to unleash the power of diversity within our workforce to drive innovation and sustainable growth.

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 Lennartotalrewards.com to view our suite of benefits.

Physical & Office/Site Presence Requirements:

This is a field position, which requires the ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less.  Must be able to climb stairs and ladders, do physical inspection of attics, crawl spaces, roofs, etc.  Ability to operate a motor vehicle.  Manual dexterity is needed in order to effect repairs.

  • This information is intended to be a general overview and may be modified by the company due to factors affecting the business.


General Overview of Compensation & Benefits:

We reasonably expect the base compensation offered for this position to range from an hourly rate of $24.08 - $40, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials (e.g., cost of labor/living, etc.), and operational considerations.
  • 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.

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