Director of Customer Care in Tampa, FL at Lennar Homes

Date Posted: 6/30/2020

Job Snapshot

Job Description

Overview

Summary of Position Requirements

Supervise, coordinate, and manage daily operations of customer relations department & associates, including, but not limited to scheduling, material ordering and check-in, quality control, trade partner management and effective material control. Mentor, train and supervise customer care team while monitoring adherence to company policies/procedures.  In addition, monitors production and quality related functions.



Responsibilities

Primary Duties and Responsibilities

 

Production:

  • Respond to Corporate customer relations inquires
  • Manage and direct all aspects of customer relations
  • Schedule and supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care
  • Provide trade partner feedback to the Director of Construction & Purchasing concerning the trade partner’s timeliness and attention to detail
  • Ensure customer home cleanliness and safety
  • Maintain customer and trade partner relations
  • Provide initial and ongoing training to construction team and customer care team regarding warranty issues
  • Meet established Divisional goals set while demonstrating accuracy and thoroughness to ensure quality of work
  • Communicate effectively and professionally both verbally and in written correspondence
  • Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result
  • Other duties as assigned

 

Management:

  • Lead, coach, mentor and manage individuals and team to ensure top performance of all team members in achieving desired results while finding efficient and effective solutions that create overall organizational value.
  • Manage, supervise and direct all aspects of customer care for assigned community or communities
  • Supervise customer care associates and warranty performance
  • Manage departmental performance against agreed targets and budgets, and within policies and standards
  • Ability to effectively manage staff through ensuring appropriate staffing, providing formal and informal evaluations/feedback, addressing associate issues when warranted and providing appropriate training and mentoring
  • Conduct monthly/quarterly and/or annual performance appraisals
  • Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product

 



Qualifications

Education and Experience Requirements

  • High School Diploma or equivalent required, or equivalent work experience
  • Bachelor’s degree in related field preferred or combination of equivalent education and experience.
  • Minimum 5 yrs. experience in project/construction management in residential construction preferred
  • Minimum 5 yrs. experience in customer experience management 
  • Valid Driver’s License with good driving record
  • Valid auto insurance coverage
  • Advanced knowledge of scheduling, budgeting and document management
  • Ability to read and interpret blue prints
  • Computer literacy and proficient in MS Office products (Word and Excel)
  • Excellent follow-up, communication (written and verbal) and time management skills

 



 

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