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

• Minimum 2 years customer or field service experience required or equivalent, preferably with a homebuilder
• Minimum High School or GED required

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

FLSA Status