Virtual Customer Care Representative

Virtual Customer Care Representative

US-CA-Corona

Job ID: 2024-32212
Type: Regular Full-Time
# of Openings: 1
Category: Customer Care/Service
MCG - INL

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.

Virtual Customer Care Representative Summary:

The Virtual Customer Care Representative for Lennar will be a key member of the Customer Care Team, which is responsible for providing warranty and service support to our Homeowners. This role will drive Customer Satisfaction by ensuring a timely and thorough response to Homeowner requests. The Virtual Customer Care Representative will focus on assessing, diagnosing and in some cases, resolving or scheduling Homeowner service requests remotely through the use of virtual technology. Detailed and accurate communication of findings with the field team will be paramount in resolving requests.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Complete a remote evaluation and diagnosis of each Homeowner service request.
• Capture detailed information using intelligent visual assistance software.
• Guide Homeowners through remote support process in a patient and caring manner.
• Communicate with Homeowners in a way that is informative and valuable, including explaining warrantability and providing DIY self-help assistance.
• Respond to Homeowner inquiries regarding home warranty, product verification, options standards, maintenance care guidelines and other related topics.
• Communicate effectively and clearly with Lennar team members and Trade Partners.
• Understand Lennar's warranty guidelines and manufacturer recommendations as they apply to elements of each home.
• Verify contact data within the service software environment including Homeowner contact information and Trade Partner verification.
• Schedule virtual appointments and Trade Partner appointments

Qualifications

EDUCATION AND ADDITIONAL REQUIREMENTS:

• Minimum High School or GED required.
• Field service experience or equivalent.
• Committed to fostering and supporting a proactive, customer-driven approach to service.
• Ability to communicate clearly and attentively with diverse audiences via a remote setting.
• Comfortable with innovation and technology, including computer applications, remote access, chat, text, and artificial intelligence.
• Strong organizational, time management, analytical, problem solving, and mediation abilities.
• Capable of inspiring trust and confidence through effective and professional communication and interpersonal skills, both written and oral.
• Ability to manage multiple tasks simultaneously.
• Work independently with little or no supervision.
• Ability to adapt and open to change as we evolve the customer experience.
• Bilingual a plus.

PHYSICAL REQUIREMENTS:

This is primarily a sedentary office position which requires the ability to work in excess of eight hours per day in the confined quarters of an office. Also requires the ability to bend, stoop, reach, lift, and move and/or carry items less than 25 pounds. Finger dexterity in operating a computer keyboard and calculator. Office work requires sitting at a computer monitor for extended periods of time, completing paperwork and to receive/return phone calls. Standing is required for filing and copying.

This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the Associate. Duties, responsibilities and activities may change at any time with or without notice.

FSLA 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

General Overview of Compensation:

The *median base compensation for this position is estimated to be $32.59/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.

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

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Please see job description

PI237580962