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Customer Care Representative

2 months ago

Roseville, California, United States Lennar Full time
About the Role

Lennar is seeking a highly skilled and customer-focused Customer Care Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our homeowners and trade partners.

Key Responsibilities
  • Schedule and Coordinate Service Work: Schedule and supervise trade partner repairs in homes after delivery to homeowners.
  • Respond to Service Claims: Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt.
  • Set Inspections and Work Appointments: Set inspection of service claim within seven (7) days of receipt and set work appointment with trades to make needed repairs within 10 days.
  • Complete Warranty Items: Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment.
  • Provide Accurate Information: Provide accurate and timely information to Customer Care Manager on progress and scopes of work.
  • Maintain Positive Homeowner Relations: Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.
  • Evaluate Trade Partner Performance: Evaluate trade partner and product performance. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials.
  • Participate in Emergency On-Call Rotation: Participate in emergency on call rotation service schedule.
  • Work on Special Projects: Work with Customer Care Manager on special projects or Division President as needed.
  • Attend Department Meetings: Participate and attend department meetings.
  • Keep Accurate Service Request Logs: Keep accurate service request logs and documentation of all work performed.
Requirements
  • Experience: One (1) years of residential customer care or construction field experience preferred.
  • Education: High school diploma or GED preferred, but will accept equivalent work experience.
  • Valid Driver's License: Valid driver's license required.
  • Communication Skills: Excellent communication skills, verbal and written.
  • Basic Skills in Microsoft Office: Basic skills in Microsoft Office.
  • Strong Organizational and Interpersonal Skills: Strong organizational and interpersonal skills.
  • Ability to Deal with Confrontational Situations: Must be able to deal effectively with confrontational situations and maintain objectivity in public relations.
  • Detail-Oriented: Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines.
  • Follow Directions: Follow directions from a supervisor.
  • Understand and Follow Work Rules and Procedures: Understand and follow work rules and procedures.
  • Accept Constructive Feedback: Accept constructive feedback.
  • Team Player: Team player.
Physical Requirements

Requires the ability to work 8 hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds. Finger dexterity may be required to operate a computer keyboard and calculator.

FLSA Status

Non-Exempt

Life at Lennar

Lennar recognizes our associates are the heart of the company's success. Learn new skills, build your path, and become an integral part of the Lennar Family. Lennar associates will be eligible for many benefits in accordance with Lennar's policies and applicable plan terms, including:

  • Comprehensive medical, dental, and vision benefits.
  • Flexible Spending Accounts, Health Savings Accounts, Health Reimbursement Accounts and Commuter Savings Accounts.
  • Vacation - up to 3 weeks of vacation per year upon hire.
  • Holidays, sick leave, & personal days.
  • Everyone's Included Day- We offer one paid day each year to celebrate, engage, in and/or observe a cause that is meaningful to you.
  • 401(k) savings plan with immediate vesting and 100% company match up to 5% of eligible pay.
  • Paid maternity & bonding leave.
  • New hire referral bonus program.
  • Associate Assistance Plan.
  • Lennar Education Assistance Program (LEAP)- Provides Student Loan Repayment Assistance.
  • Associate Discount Program through Perks at Work.
  • Associate Home Purchase Program.
  • If enrolled in a Lennar medical plan, you can earn additional money in well-being rewards for a variety of wellness activities.