Client Relations Specialist

2 weeks ago

Roseville, California, United States Lennar Mortgage Full time

Welcome to Your Future with Lennar Mortgage:

As a prominent player in the housing industry, Lennar Mortgage is dedicated to providing exceptional service to our clients. Our mission is to support families in achieving their dream of homeownership through innovative solutions and a commitment to excellence.

Core Values of Lennar:

We are guided by our principles of Quality, Value, and Integrity, which shape our interactions with customers, partners, and the community.

Role Overview:

The Customer Care Representative is responsible for engaging with homeowners and trade partners to conduct final orientations and address warranty service requests effectively.

Key Responsibilities:

  • Coordinate and oversee repair work by trade partners in homes post-delivery.
  • Respond to service claims within 48 hours and initiate contact with homeowners.
  • Schedule inspections for service claims within a week of receipt.
  • Arrange repair appointments with trades within 10 days of claim acknowledgment.
  • Achieve a target of completing warranty items in a single visit 80% of the time.
  • Conduct inspections with homeowners and ensure all service requests are resolved within 23 days.
  • Provide timely updates to the Customer Care Manager regarding progress and work scope.
  • Maintain positive relationships with homeowners by delivering knowledgeable and professional service.
  • Assess trade partner performance and relay quality feedback to the Customer Care Manager.
  • Participate in emergency on-call rotation as required.
  • Collaborate with the Customer Care Manager on special projects as needed.
  • Attend departmental meetings and contribute to team discussions.
  • Keep detailed logs of service requests and documentation of work performed.
  • Perform additional duties as assigned.

Qualifications:

  • Preferred: One year of experience in residential customer service or construction.
  • High school diploma or GED preferred; equivalent work experience accepted.
  • Valid driver's license is required.
  • Consistent attendance and punctuality are essential.
  • Strong verbal and written communication skills.
  • Basic proficiency in Microsoft Office applications.
  • Excellent organizational and interpersonal abilities.
  • Ability to manage confrontational situations with professionalism.
  • Detail-oriented with the capacity to handle multiple tasks under pressure.
  • Ability to follow directions and adhere to workplace protocols.
  • Open to constructive feedback and a collaborative team player.

Physical Requirements:

This role requires the ability to work in a confined space, operate a vehicle, read plans, and perform physical tasks such as climbing stairs and lifting equipment weighing over 50 pounds. Finger dexterity is necessary for operating a computer and calculator.

Life at Lennar Mortgage:

At Lennar, we value our associates as the cornerstone of our success. We offer opportunities for skill development and career advancement within our organization.

Benefits Overview:

  • Comprehensive health insurance including medical, dental, and vision.
  • Up to three weeks of vacation per year upon hire.
  • Paid holidays, sick leave, and personal days.
  • 401(k) savings plan with company matching.
  • Paid maternity and bonding leave.
  • Referral bonus program for new hires.
  • Discounts on home purchases for associates.
  • Employee assistance programs.
  • Special recognition days.
  • Student debt repayment assistance.

Lennar is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

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