Virtual Customer Care Representative (Construction Warranty) in Franklin, TN at Lennar Homes

Date Posted: 1/17/2022

Job Snapshot

Job Description


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 Customer Satisfaction by ensuring a timely and thorough response to Homeowner requests. The Virtual Customer Care Representative will focus on assessing, diagnosing and in some cases resolving or scheduling Homeowner service requests remotely
through the use of virtual technology. Detailed and accurate communication of findings with the field team will be paramount in resolving requests.


  • Complete a remote evaluation and diagnosis of each Homeowner service request.
  • Capture detailed information using intelligent visual assistance software.
  • Guide Homeowners through remote support process in a patient and caring manner.
  • Communicate with Homeowners in a way that is informative and valuable, including explaining warrantability and providing DIY self-help assistance.
  • Respond to Homeowner inquiries regarding home warranty, product verification, options standards, maintenance care guidelines and other related topics.
  • Communicate effectively and clearly with Lennar team members and Trade Partners.
  • Understand Lennar’s warranty guidelines and manufacturer recommendations as they apply to elements of each home.
  • Verify contact data within the service software environment including Homeowner contact information and Trade Partner verification.
  • Schedule virtual appointments and Trade Partner appointments.



  • Field service experience or equivalent.
  • Committed to fostering and supporting a proactive, customer-driven approach to service.
  • Ability to communicate clearly and attentively with diverse audiences via a remote setting.
  • Comfortable with innovation and technology, including computer applications, remote access, chat, text, and artificial intelligence.
  • Strong organizational, time management, analytical, problem solving, and mediation abilities.
  • Capable of inspiring trust and confidence through effective and professional communication and interpersonal skills, both written and oral.
  • Ability to manage multiple tasks simultaneously.
  • Work independently with little or no supervision.
  • Ability to adapt and open to change as we evolve the customer experience.
  • Bilingual a plus.
  • Ability to work flex hours preferred.


Regular Full-Time

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