Director Of Customer Care

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.

Director of Customer Care Summary:

Responsible for evaluating and understanding all aspects of the home building and customer care process, including managerial control, legal, and quality procedures and training required for the implementation of divisional warranty programs and corporate service strategies.

Responsibilities

• Provide direction for Customer Service Coordinator, ensure that established procedures are followed for homeowner calls, written repair requests, corporate service requests, file management, document control, invoicing, and communicate information to customer service representatives in a timely manner.
• Supervise the daily monitoring, assignment and completion of all customer care requests and/or warranty commitments. Manage weekly aging report to identify unresolved issues. Manage monthly time period analysis report to assess needs of cost control or staffing.
• Standardize policies and procedures, including orientation celebration, review and acceptance, cost control and recovery. Understanding and implement Lennar one year warranty. Manage and track OSHA requirements and training. Manage Lennar corporate safety requirements and strategies.
• Liaison to Lennar in-house counsel. Mitigate and review legal strategies.
• Supervision of all related support and field staff including hiring, delegation of assignments, training, coaching and development, and conduction of performance/salary reviews.
• Advise purchasing management of trade partner’s performance or failure to comply with portions of their contract. Provide feed back relating to design, quality, and specification deficiencies impacting departmental budgets and customer satisfaction. Manage trade relations and accountability. Identify under preforming trades and areas of improvement. Implement cross departmental collaboration. Identify preforming and outstanding trades and collaborate with other departments to implement recognition programs.
• Perform all other duties as assigned.
• Represent division at meetings and other official settings as required.
• Keep Division President informed of potential homeowner issues where major cost factors may be encountered.
• Collaborate in the formulation and establishment of warranty related policy, field practices, and service procedures. Implement and manage quality control processes with a focus on continual improvement, reduction of customer care requests and increased customer satisfaction.
• Maintain motivational rewards and recognition program for departmental staff to support organizational mission.
• Organize and host regular scheduled Customer Care Dept. meetings to communicate best practices and execution of processes for consistency.
• Devise departmental operating budgets and assess sufficiency of corresponding reserve accounts.

Qualifications

• High School diploma or GED required
• Three (3) years experience in customer service positions
• Current knowledge of construction practices and techniques
• Excellent PC skills (Microsoft Word & Excel spreadsheet)
• Valid driver’s license
• Minimum seven (7) years of experience in the residential construction industry; including sufficient exposure to customer care issues
• Proven ability to supervise using effective management skills
• Ability to anticipate and solve problems with diplomacy

Physical Requirements:

Requires the ability to operate a motor vehicle, read plans, climb stairs, climb ladders, bend, stoop, reach, lift, and move and/or carry equipment which may be in excess of fifty (50) pounds, occasionally operate construction equipment. Finger dexterity is required to operate a computer keyboard and other office equipment.

FLSA Status: Exempt

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:

• Everyone’s Included Day
• Associate Assistance Plan
• Paid Maternity & Bonding Leave
• Vacation – up to 3 weeks of vacation per year upon hire
• Health Insurance - Medical, Dental & Vision
• Holidays, Sick Leave, & Personal Days
• Home Purchase Discount for Associates
• New Hire Referral Bonus Program
• 401(k) Savings Plan with company match
• 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 $126,557/annually, 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 pay.

• 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.
• This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion.

#CB

Type

Regular Full-Time