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Customer Care Area Manager

3 months ago

Chantilly VA Job Posting Location, United States Lennar Homes Full time

Customer Care Area Manager

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

The Customer Care Area Manager is responsible for managerial control and implementation of divisional warranty programs, customer care program and corporate service strategies for assigned communities.  Maintain customer care records and support department activities.  Manage team of customer care field reps and office staff.  Resolve customer care issues through research and field visits.

  • A career with purpose.

  • A career built on making dreams come true.

  • A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team 

  • Coordinate the daily monitoring, assignment and completion of all service requests and/or warranty commitments.

  • Provide daily direction for Customer Care Coordinator/Administrative Assistant, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to Customer Care Representatives in a timely manner.

  • Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues through personal involvement, including in person visits.

  • Answer incoming customer care phone calls, responds to routine customer care inquiries, direct other calls as appropriate.

  • Keep division management informed of potential homeowner issues where major cost factors may be encountered.

  • Create and distribute departmental and division reports to division management as directed.

  • Collaborate in the formulation and establishment of warranty related policy, field practices and service procedures.

  • Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints.

  • Formulate and keep updated warranty manuals, orientation packages, policies and procedure manuals and homeowner handbooks.

  • Manage division Water Intrusion Program with Director of Operations and report on status to division management daily on water intrusion issues. 

  • Supervise and manage Customer Care Representatives that are handling communities that are near completion or that have been completed and all communities that are out of warranty.

  • Mentor customer care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.

  • Responsible for the hiring, training, supervision and motivation of customer care associates.

  • Conduct and/or contribute to monthly/quarterly and/or annual performance appraisals.

  • Conduct regular staff meetings and training sessions.

  • Review and approve/deny/question all hourly timesheets and all requests for time off in Workday.

  • Ensure that all hourly associates are taking their required rest and meal periods as per state law and company policy.

  • Advise purchasing of trade partner performance or failure to comply with portions of their contractual warrantable responsibilities.

  • Devise departmental operating budgets and assess sufficiency of corresponding reserve accounts.

  • Work closely with the Area Construction Managers on assignment and completion of all service requests and warranty commitments.

  • Coordinate training programs with Area Construction Managers and Customer Care Representatives.

  • Responds to corporate complaints within one (1) hour and updates the Director of Operations and Division President in writing within same day received.

  • Monitor and allocate staffing levels to adequately maintain coverage for all customer care requests.  Review customer care signoffs to insure full completion of warranty service requests.

  • Monitor trends in warranty service requests.  Create and generate reports as necessary to identify such tends.

  • Work closely with the Director of Operations to increase quality through such observation and research.

  • Perform all other duties as assigned.

Requirements

  • Minimum six (6) years in customer service or field construction management experience required

  • Three (3) years minimum experience in directing, coordinating and supervising staff

  • High school diploma or GED required

  • Valid driver’s license

  • Thorough knowledge of building codes and industry standard building practices

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

  • Ability to read and interpret blueprints and engineering reports and details

  • Extensive knowledge and familiarity with carpentry, structural design, engineered wood products and failure analysis

  • Excellent verbal and written communication skills

  • Excellent interpersonal skills

  • Accept constructive feedback

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:

Some office work which may require the ability to occasionally bend, stoop, reach, lift, move and carry office materials and supplies weighing twenty-five (25) pounds or less.  Finger dexterity is required to operate a computer keyboard and calculator. Able to drive a vehicle.

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