Area Customer Care Manager

Area Customer Care Manager

US-IN-Carmel

Job ID: 2024-32717
Type: Regular Full-Time
# of Openings: 1
Category: Customer Care/Service
PAR - IND

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, multi-generational 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.

Customer Care Aream Manager:

Lennar is seeking a Customer Care Area Manager to supervise, coordinate, and manage daily operations of customer care associates, including scheduling, material ordering and safe keeping, quality control and trade partner management. In addition, Area manager for Customer Care will mentor, train and supervise Customer Relations Specialist while monitoring adherence to company policies/procedures and OSHA requirements. Area Customer Care Manager will work to personally handle all potential customer "conflicts" to avoid letters and communications to Lennar Corporate Offices/Officers. Area Customer Care Manager will complete Quality inspections and QA sign offs and ensure all homes close 100% completed.

Responsibilities

Primary Duties and Responsibilities:

• Lead, coach, mentor and manage individuals and team to ensure top performance of all team members in achieving desired results while finding efficient and effective solutions that create overall organizational value.
• Manage day to day field operations of CRS and resolve homeowner / trade conflicts to ensure service requests are being completed in accordance with the Lennar 1-2-10 warranty.
• Responsible for reviewing daily all new and previously opened customer care service requests to insure proper compliance and prompt resolutions.
• Responsible for the overall customer care experience of each homeowner.
• Responsible for performing Quality Inspections and QA sign offs on home-sites in assigned communities
• Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product.
• Insure all homes are 100% complete prior homeowner orientation.
• Work with CRS and Customers to settle and resolve issues during Customers initial walk-through and during the first 60 days post-closing to avoid post-closing claims and disputes.
• Ensure that work is in compliance with City or County requirements and building codes.
• Supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care.
• Communicate with Director of Customer Care regarding performance of Customer Relations Specialist.
• Provide trade partner feedback to the Director of Customer Care concerning the trade partner's timeliness and attention to detail.
• Provide feedback to the Director of Customer Care concerning any design or reoccurring warranty issues.
• Ensure job site cleanliness and safety.
• Maintain customer and trade partner relations.
• Assist DOCC in providing ongoing training to construction team and customer care team regarding warranty issues.
• Meet established Regional/Divisional goals while demonstrating accuracy and thoroughness to ensure quality of work.
• Communicate effectively and professionally both verbally and in written correspondence
• Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result.
• Manage departmental performance against agreed targets and budgets, and within policies and standards
• Other duties as assigned

Qualifications

Education and Experience Requirements:

• High School Diploma or equivalent required, or equivalent work experience
• Bachelor's degree in related field preferred
• Minimum 5 yrs. experience in project/construction management in residential construction required
• Minimum 3 yrs. experience in directing, coordinating, and supervising construction staff
• Associate is prohibited from performing manual repairs
• Valid Driver's License with good driving record
• Valid auto insurance coverage
• Advanced knowledge of scheduling, budgeting and document management
• Ability to read and interpret blue prints
• Computer literacy and proficient in MS Office products (Word and Excel)
• Excellent follow-up, communication (written and verbal) and time management skills

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and

Homeowners

Physical Requirements

Able to work in excess of eight hours per day in the confined quarters of a construction trailer, the

ability to operate a motor vehicle, climb stairs/ladders, bend, stoop, reach, lift, move and/or carry

equipment which may be in excess of 50 pounds, occasionally operate construction equipment. Able

to sit at a computer monitor for extended periods of time to complete paperwork, meet with building

partners, and receive/return phone messages. Must be able to work in construction environment

under all weather conditions. Finger dexterity may be required to operate a computer keyboard and

calculator.

This position outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associates.

FLSA Status

Exempt

Lennar 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, shareholders, and community.

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.

When You Join:

• Health Insurance - Medical, Dental & Vision
• Vacation - 3 weeks of vacation per year to start
• Holidays, Sick Leave, & Personal Days
• 401(k) Savings Plan with company match
• Paid Maternity & Bonding Leave
• New Hire Referral Bonus Program
• Product Purchase Discount for Associates
• Associate Assistance Plan
• Everyone's Included Day - In the spirit of inclusion, diversity, and caring for our community, Lennar encourages our Associates to take a day to connect, reflect and inspire those around us, in a way that is uniquely important to you.
• And More!

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

PI238497398