Customer Experience Advocate

4 months ago

Miami, United States Lennar Full time

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Customer Experience Advocate

We are Lennar Mortgage

Lennar Mortgage is centered around personal growth, innovation, and diversity. We are looking for a new team member who shares our passion and dedication to bringing homeownership to life.

At Lennar Mortgage, you'll build your career with a Fortune 150 company that provides an excellent work environment, plenty of opportunities for advancement, and competitive benefits and compensation. Our success is a result of supporting and rewarding our team of elite professionals, who strive to exceed superior standards and exceptional services.

Join a Company that Empowers you to Build your Future

The Customer Experience Advocate for Lennar will be a key member of the Corporate Customer Care Team, which is responsible for strategic planning and operational support for 40 divisions across the country. The primary role of the Customer Experience Advocate is to help drive Customer Satisfaction and referrals through the development and use of metrics and data visualizations to measure performance, identify gaps and lessons learned, provide relevant and timely feedback, and make recommendations for process improvement and corrective actions. This position will assist in evaluating internal and external customer experience trends to identify best practices with the goal of continuous improvement. The Customer Experience Advocate will also provide an advanced level of support, responding to increasingly escalated customer communications in a timely and effective manner, and working to analyze and determine root cause and opportunities for improvement.

  • 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
  • Assist in the development and design of process improvement feedback mechanisms to evaluate and continuously refine Customer Care programs.
  • Define performance challenges and design performance measurement solutions to inform management decision making.
  • Review performance data to measure productivity or goal achievement and identify areas needing program improvement.
  • Work with IT and Business Analytics team to incorporate dashboard analytics into operational control center and other areas, as requested.
  • Provide advanced level customer support in a creative, proactive manner to resolve customer issues consistent with Lennar's policies, procedures and quality standards.
  • Focus on generating referrals and identifying brand ambassadors through the development of a robust customer management strategy.
  • Collaborate on design and development of innovation projects, such as interactive voice recognition, chatbot, Alexa skills and other initiatives.
  • Build out unique, creative and impactful solutions by integrating insights across Lennar's expert functional resources supporting collaborative solution development.
  • Establish support FAQs and work collaboratively to define the workflow for use with IVR (interactive voice recognition), CTI (computer telephony integration) and chatbot platforms.
  • Help define and automate processes and communications related to the Homeowner Experience.
  • Identify opportunities for enhanced training to support Best Practice initiatives.
  • Work collaboratively with Learning and Development to develop and refine training materials for Customer Care team.
  • Work cross-departmentally to leverage internal resources ensuring the successful execution of assigned projects. Support communication of success stories to the larger community.
Requirements
  • Bachelor's degree required
  • Proficiency with computer programs including Microsoft Office
  • Familiarity with Salesforce is a plus
  • Strong analytical, problem solving, conflict resolution and mediation abilities
  • Ability to clearly communicate with diverse audiences
  • Committed to fostering and supporting a proactive, customer-driven approach to service
  • Ability to manage multiple complex projects simultaneously and with little or no supervision
  • Ability to work well under pressure and with a diverse range of personalities
  • Capable of inspiring trust and confidence through effective and professional communication and interpersonal skills, both written and oral
  • Ability to build effective working relationships across functional areas
  • Innovative, creative and flexible thinker who enjoys searching for the next right answer
  • Bilingual a plus


Life at Lennar Mortgage

At Lennar Mortgage, 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 Mortgage, 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.

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

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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

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