Customer Care Representative

4 weeks ago


Federal Way, Washington, United States Lennar Full time
Job Summary

We are seeking a highly skilled Sr Customer Care Representative to join our team at Lennar. As a key member of our customer care department, you will be responsible for ensuring the highest level of customer satisfaction through effective communication, quality control, and issue resolution.

Key Responsibilities
  • Evaluate and improve the home buying and home building processes to ensure consistency and quality.
  • Provide quality control for finished products and ensure that all aspects of the home buying and home building processes meet our high standards.
  • Mentor new hire associates in master plan communities through a continual training program.
  • Conduct Homeowner Celebrations and schedule and supervise trade partner repairs in homes after delivery to 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 and provide homeowner with knowledgeable, timely and professional service.
  • Evaluate trade partner and product performance and 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.
  • Participate and attend department meetings as requested.
  • Issue purchase orders and investigate repairs for any back charges.
  • Supervise scheduling of trade partners repairs in homes after delivery to homeowner.
  • Keep accurate service request logs and documentation of all work performed.
Requirements

To be successful in this role, you will need to have:
  • 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, 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 to view our suite of benefits.

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