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Sr. Customer Care Representative

3 months ago

Chantilly, United States Lennar Full time

Sr. Customer Care Representative in Chantilly, VA at Lennar

Lennar is seeking a Sr. Customer Care Representative to supervise, coordinate, and manage daily operations of customer care associates, including scheduling, material ordering and check-in, quality control, trade partner management, and effective material control. Mentor, train and supervise customer care team while monitoring adherence to company policies/procedures. In addition, monitor production and quality-related functions, such as Customer Care, OSHA, Associate Training, and Land Development and Construction Department. Responsibilities: Manage and direct all aspects of customer care. Schedule and supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care. Ensure that work is in compliance with City or County requirements and building codes. Maintain records of all Purchase Orders. Approve all trade partner invoices upon satisfactory completion of the job. Provide trade partner feedback to the Director of Construction & Customer Care concerning the trade partner’s timeliness and attention to detail. Ensure job site cleanliness and safety. Frequently inspect homes for quality compliance while under construction. Coordinate municipality inspectors to ensure timely approvals of development phases. Maintain customer and trade partner relations. Provide initial and ongoing training to construction team and customer care team regarding warranty issues. Meet established Regional/Divisional goals set while demonstrating accuracy and thoroughness to ensure quality of work. Communicate effectively and professionally both verbally and in written correspondence. Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result. Conduct field meetings with trade partners, construction staff, and sales staff as needed. Manage departmental performance against agreed targets and budgets, and within policies and standards. Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product. Perform other duties as assigned. Qualifications: High School Diploma or equivalent required, or equivalent work experience Bachelor’s degree in related field preferred Minimum 8 yrs. experience in project/construction management in residential construction required Minimum 3 yrs. experience in directing, coordinating, and supervising construction staff Associate is prohibited from performing manual repairs Valid Driver’s License with good driving record Advanced knowledge of scheduling, budgeting, and document management

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