Customer Care Representative


Title: Customer Care Representative

  • Virtual
  • Location: United States

Overview

  • 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 improved Customer Satisfaction by ensuring a timely and thorough response to Homeowner service requests.
  • The Virtual Customer Care Representative will focus on assessing and diagnosing Homeowner service requests remotely through the use of virtual technology.
  • Proactive and constructive communication of findings with the field team will be paramount in resolving requests.

Responsibilities

Primary Duties and Responsibilities

  • Provide friendly telephonic and virtual Homeowner support in a creative, proactive manner consistent with Lennar’s warranty policies, procedures and quality standards.
  • Follow up on every Homeowner service request virtually, ensuring a thorough evaluation and diagnosis is completed and well documented.
  • Communicate and assess with Homeowners through a virtual platform, educating as to out of warranty items while providing resources for DIY self-help assistance.
  • Capture detailed information utilizing AR remote assistance software and effectively document customer concerns for service scheduling.
  • Electronic assemblage of all pertinent documents, photos and correspondence for thorough entry of work order information.
  • Communicate effectively and clearly with Homeowners and Lennar team members, including Field Customer Care Representatives, Customer Care Coordinators and Trade Partners.
  • Respond effectively to Homeowner inquiries regarding their home warranty, product verification, options standards, maintenance care guidelines and other related topics.
  • Understand manufacturer recommendations for use and application of their products and communicate with Homeowners in a way that is informative and valuable.
  • Guide Homeowners through steps to assess and address items in a patient and caring manner considering any language barriers and homeowner’s technical knowledge.
  • Evaluate and prioritize Homeowner service requests and communicate findings effectively with the field team including scheduling for service.
  • Document findings thoroughly and accurately.
  • Schedule virtual appointments and Trade Partner appointments.
  • Verify contact data within the service software environment including Homeowner contact information and Trade Partner verification.

Qualifications

Education and Experience Requirements

  • Minimum High School or GED required
  • Minimum 2 years customer or field service experience required or equivalent, preferably with a homebuilder
  • Ability to communicate clearly and attentively with diverse audiences via a remote setting.
  • Comfortable with innovation and technology, including virtual applications, chat, text, and artificial intelligence.
  • Team player willing to go the extra mile.
  • Patience and ability to coach others.
  • Knowledge of Salesforce a plus.
  • Advanced knowledge of scheduling, budgeting and document management.
  • Proficiency with computer programs including Microsoft Office.
  • Strong organizational, time management, analytical, problem solving, and mediation abilities.
  • Committed to fostering and supporting a proactive, customer-driven approach to service.
  • Ability to manage multiple tasks simultaneously and with little or no supervision.
  • Ability to adapt and work well under pressure.
  • Capable of inspiring trust and confidence through effective and professional communication and interpersonal skills, both written and oral.
  • Ability to ask questions to determine a root cause.
  • Bilingual a plus.
  • Ability to work flex hours preferred.


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Lennar

Lennar
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