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Customer Care Representative

Company: Lennar
Location: Roseville
Posted on: May 3, 2021

Job Description:

Job Description

Overview

Interface with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
  • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc.
  • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days
  • Schedule and supervise trade partner repairs in homes after delivery to homeowner
  • Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt
  • Set inspection of service claim within seven (7) days of receipt
  • Set work appointment with trades to make needed repairs within 10 days
  • Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment
  • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days
  • Provide accurate and timely information to Customer Care Manager on progress and scopes of work
  • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
  • Evaluate trade partner and product performance. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials
  • Participate in emergency on call rotation service schedule
  • Work with Customer Care Manager on special projects or Division President as needed
  • Participate and attend department meetings
  • Keep accurate service request logs and documentation of all work performed
  • Perform all other duties as assigned

Qualifications

EDUCATION AND ADDITIONAL REQUIREMENTS:

  • Minimum three (3) years residential customer care or construction field required
  • High school diploma or GED preferred, but will accept equivalent work experience
  • Valid driver's license
  • Maintain regular attendance and punctuality relative to daily work schedule is required
  • 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
  • Follow directions from a supervisor
  • Understand and follow work rules and procedures
  • Accept constructive feedback
  • Team player

PHYSICAL REQUIREMENTS:

Requires the ability to work 8 hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds. Finger dexterity may be required to operate a computer keyboard and calculator.

Keywords: Lennar, Roseville , Customer Care Representative, Other , Roseville, California

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