Virtual Customer Care Representative – PM

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 will be a key member of the Customer Care Team, which is responsible for providing warranty and service to our Homeowners. This role will play a key role in driving 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

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Complete a remote evaluation and diagnosis of each Homeowner service request and assign or resolve accordingly.
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.
Assist Director in evaluating and reporting functions for the division in Salesforce.
Perform all other duties as assigned.

Qualifications

Two (2) years of residential customer care or construction field experience required
High school diploma or GED preferred, but will accept equivalent work experience
One (1) to two (2) years of general Salesforce experience preferred
Committed to fostering and supporting a pro-active, 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 to no supervision
Ability to adapt and be open to change as we evolve the customer experience
Bilingual a plus
Ability to work flex hours preferred

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: Nonexempt

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 $28.98/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.

Virtual Customer Care Representative – PM