Customer Care Representative

Sacramento, CA, United States

Overview

Welcome Home! Build your career with Lennar :

As one of the nation’s largest builders, Lennar has built over one million new homes for families across America. Since 1954, our communities have catered to all lifestyles and family dynamics, whether you are a first-time or move-up buyer, multigenerational family, or active adult.

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to be as inclusive and diverse as the communities we build unleashing the power of diversity within our workforce to drive innovation & sustainable growth.

Lennar's Core Values :

Our commitment to Quality, Value, and Integrity is the underlying foundation upon which Lennar was built, and these three fundamental principles still guide us in caring for our customers, associates, trade partners, shareholders, and community.

Customer Care Representative Summary:

Interface with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work.

Responsibilities

Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product.

Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc.

Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days.

Schedule and supervise trade partner repairs in homes after delivery to homeowner.

Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt.

Set inspection of service claim within seven (7) days of receipt.

Set work appointment with trades to make needed repairs within 10 days.

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.

Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days.

Provide accurate and timely information to Customer Care Manager on progress and scopes of work.

Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.

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 service schedule.

Work with Customer Care Manager on special projects or Division President as needed.

Participate and attend department meetings.

Keep accurate service request logs and documentation of all work performed.

Perform all other duties as assigned.

Qualifications

One (1) years of residential customer care or construction field experience preferred

High school diploma or GED preferred, but will accept equivalent work experience

Valid driver’s license required

Maintain regular attendance and punctuality relative to daily work schedule is required

Excellent communication skills, verbal and written

Basic skills in Microsoft Office

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

Follow directions from a supervisor

Understand and follow work rules and procedures

Accept constructive feedback

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:

Health Insurance - Medical, Dental & Vision

Vacation – up to 3 weeks of vacation per year upon hire

Holidays, Sick Leave, & Personal Days

401(k) Savings Plan with company match

Paid Maternity & Bonding Leave

New Hire Referral Bonus Program

Home Purchase Discount for Associates

Associate Assistance Plan

Everyone’s Included Day

Student Debt Repayment Program

This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.

General Overview of Compensation:

The *median base compensation for this position is estimated to be $32.14/an hour , subject to adjustment based on business-related factors including employee qualifications, geographic location, and operational considerations. Note: *The median amount may be greater or less than the average salary.

This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion.

This position will be eligible for the described benefits listed in the above section.

This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.

#LI-LL1

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

Type

Regular Full-Time

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