Customer Care Manager

Job Description

We are Lennar

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

The Customer Care Manager is responsible for managerial control and implementation of divisional warranty programs, customer care program and corporate service strategies for all communities. Maintain customer care records and support department activities. Manage team of customer care field reps and office staff. Resolve customer care issues through research and field visits.

• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.
  
  
  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate the daily monitoring, assignment and completion of all service requests and / or warranty commitments.
• Provide daily direction for customer care coordinator/administrative assistant, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to customer care reps in a timely manner.
• Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues through personal involvement, including in person visits.
• Answers incoming Customer Care phone calls, responds to routine Customer Care inquiries, directs other calls as appropriate.
• Keep Division Management informed of potential homeowner issues where major cost factors may be encountered.
• Create and distribute departmental and division reports to Division Management as directed
• Collaborate in the formulation and establishment of warranty related policy, field practices and service procedures.
• Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints.
• Formulate and keep updated warranty manuals, orientation packages, policies and procedure manuals and homeowner handbooks.
• Manage division Water Intrusion Program with Director of Construction and report on status to MTM’s daily on water intrusion issues.
• Mentor Customer Care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.
• Responsible for the hiring, training, supervision and motivation of Customer Care Associates.
• Conduct and/or contribute to monthly/quarterly and/or annual performance appraisals.
• Conduct regular staff meetings and training sessions.
• Organizes bimonthly H2 Insight team meetings.
• Responds to corporate complaints within 1 hour and updates the DOC and DP in writing within same day received.
• Monitors and allocates staffing levels to adequately maintain coverage for all customer care requests. Reviews customer care signoffs to insure full completion of warranty service requests.
• Monitors trends in warranty service requests. Creates and generates reports as necessary to identify such tends.
• Works closely with the Construction staff to increase quality through such observation and research.
• Perform all other duties as assigned
  
  
  

EDUCATION AND ADDITIONAL REQUIREMENTS:

• Thorough knowledge of building codes and industry standard building practices.
• Minimum High School or GED required. College Degree preferred
• Minimum 10 year experience in Customer Service and Construction Manager with a Homebuilder (combination of Customer Service and Construction Manager)
• Minimum 5 year experience in directing, coordinating and supervising staff in Homebuilding Customer Care
• Extensive knowledge and familiarity with carpentry, structural design, engineered wood products and failure analysis
• Valid driver’s license, good driving record and valid auto insurance coverage required.
• Intermediate to advanced PC skills (Microsoft Word and Excel)
• Excellent verbal and written communication skills
• Excellent interpersonal skills
  
  
  

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners. Regular contact with the general public. Frequent external contacts where matters discussed require resourcefulness, patience, clarity and tact.

Physical Requirements

Some office work which may require the ability to occasionally bend, stoop, reach, lift, move and carry office materials and supplies weighing 25 pounds or less. Finger dexterity is required to operate a computer keyboard and calculator. Able to drive a vehicle.

• 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 & Benefits:

We reasonably expect the base compensation offered for this position to range from an annual salary of $53,725.40 - $99,500, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials (e.g., cost of labor/living, etc.), and operational considerations.

• This position may be eligible for bonuses.
• This position may be eligible for commissions.
• This position will be eligible for the described benefits listed in the above section in accordance with Company Policy.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.
  
  
  

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.