Sr. Customer Care Representative

Sr. Customer Care Representative

US-AZ-Tempe

Job ID: 2024-31335
Type: Regular Full-Time
# of Openings: 1
Category: Customer Care/Service
MCG - AZH

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.

Sr. Customer Care Representative Summary:

Interfaces with customer care associates, homebuyers and trade partners to perform final new home orientations and diagnose schedule and complete warranty service work. Training responsibilities for junior associates as directed by manager.

Responsibilities

• Pre-walk home sites to provide punch list to construction to delivery of home to customer and provide quality control for finished product.
• Conduct homeowner walk through, acquainting homeowner with the operation of appliances, heating/cooling systems, maintenance of homes, etc.
• Coordinate with the construction staff and trade partners in the completion of walk-through repairs within 10 days.
• Supervise scheduling of trade partners repairs in homes after delivery to homeowner.
• Assure scheduled inspections with homeowners, assess routine warranty claims and follow through for completion of all service requests within 15 days.
• Provide accurate and timely information to manager on progress and scopes of work.
• Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partners and product performance. Provide ongoing information to manager as it relates to quality of workmanship and details.
• Participate in emergency on call service schedule.
• Work with the department managers on special projects as needed.
• Participate and attend department meetings as requested.
• Keep accurate service request logs and documentation of all work performed.
• Issue purchase orders and investigate repairs for any back-charges.
• Maintain a daily log of occurrences/incidents at assigned community.
• Perform all other duties as assigned.

Qualifications

• Seven (7) years of homebuilding and/or similar customer service experience required
• High school diploma or GED preferred, but will accept equivalent work experience
• Valid driver's license
• Basic skills in Microsoft Office
• Experience with water intrusion/special construction defects a plus
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Excellent communication skills, verbal and written
• Strong organizational and interpersonal skills
• Must be able to be professional in situations involving homeowners/trade partners
• Work well under pressure, and capable of handling multiple tasks with simultaneous deadlines
• Understand and follow company policies and procedures
• Detail oriented
• Strong work ethic
• Accept constructive feedback
• Team player

Physical Requirements:

This is a field position, which requires the ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less. Must be able to climb stairs and ladders, do physical inspection of attics, crawl spaces, roofs, etc. Ability to operate a motor vehicle. Manual dexterity is needed in order to effect repairs.

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.

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

PI237974415