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.