Job Details
Overview:
Welcome Home! Build your career with Lennar:
As one of the nations 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, Everythings Included in our homes, and Everyones Included on our team. Our Everyones 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:
Responsible for evaluating and understanding all aspects of the home building and customer care process, including managerial control, legal, and quality procedures and training required for the implementation of divisional warranty programs and corporate service strategies.
Responsibilities:
THIS IS AN IN-OFFICE POSITION IN VANCOUVER, WA. NOT A REMOTE POSITION.
- Supervise the daily monitoring, assignment and completion of all customer care requests and/or warranty commitments. Manage weekly aging report to identify unresolved issues. Manage monthly time period analysis report to assess needs of cost control or staffing.
- Corroborate in the formulation and establishment of warranty related policy, field practices, and service procedures. Implement and manage quality control processes with a focus on continual improvement, reduction of customer care requests and increased customer satisfaction.
- Standardize policies and procedures, including orientation celebration, review and acceptance, cost control and recovery. Understanding and implement Lennar one year warranty.
- Devise departmental operating budgets and assess sufficiency of corresponding reserve accounts.
- Supervision of all related support and field staff including hiring, delegation of assignments, training, coaching and development, and conduction of performance/salary reviews.
- Keep Division President informed of potential homeowner issues where major cost factors may be encountered.
- Advise purchasing management of trade partners performance or failure to comply with portions of their contract. Provide feed back relating to design, quality, and specification deficiencies impacting departmental budgets and customer satisfaction. Manage trade relations and accountability. Identify under preforming trades and areas of improvement. Implement cross departmental corroboration. Identify preforming and outstanding trades and corroborate with other departments to implement recognition programs.
- Provide direction for Customer Service Coordinator, ensure that established procedures are followed for homeowner calls, written repair requests, corporate service requests, file management, document control, invoicing, and communicate information to customer service representatives in a timely manner.
- Represent division at meetings and other official settings as required.
- Liaison to Lennar inside counsel. Mitigate and review legal strategies.
- Perform all other duties as assigned.
Qualifications:
- Two (2) years of related customer care experience in homebuilding and/or trade required; including sufficient exposure to customer care issues
- High school diploma or GED preferred, but will accept equivalent work experience
- Valid drivers license
- 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
- Maintain regular attendance and punctuality relative to daily work schedule is required
- Must be able to work a flexible work schedule, which includes on-call work
- Follow directions from a supervisor
- Understand and follow work rules and procedures
- Accept constructive feedback
- Be a team player
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.
FLSA Status: Non-exempt
Life at Lennar:
Lennar recognizes our associates are the heart of the companys 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 Lennars 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
- Everyones 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 $32.56/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 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.
The *median base compensation for this position is 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 Companys 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.
Type:
Regular Full-Time