Customer Care Supervisor in Roseville, CA at Lennar Homes

Date Posted: 9/15/2020

Job Snapshot

Job Description


Interface with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work. Manage team of Customer Care Representatives and office staff. Train and support Customer Care Representatives.   Resolve customer care issues through research and field visits.


  • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
  • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc.
  • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days
  • Schedule and supervise trade partners’ repairs in homes after delivery to homeowner
  • Set inspection of service claim within seven (7) days of receipt
  • Set work appointment with trades to make needed repairs within 10 days
  • Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment
  • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days
  • Provide accurate and timely information to the Vice President of Operations on progress and scopes of work
  • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
  • Evaluate trade partners and product performance.  Provide ongoing information to the Vice President of Operations as it relates to quality of workmanship and materials
  • Mentor Customer Care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets
  • Collaborate in the formulation and establishment of warranty related policy, field practices and service procedures
  • Participate in emergency on call rotation service schedule
  • Keep accurate service request logs and documentation of all work performed
  • Keep Division Management informed of potential homeowner issues where major cost factors may be encountered
  • Perform all other duties as assigned


  • Five (5) years customer relations experience, construction field preferred
  • High school diploma or GED required
  • Maintain regular attendance and punctuality relative to daily work schedule is  required
  • Valid driver’s license
  • Excellent communication skills, verbal and written
  • Strong organizational and interpersonal skills
  • Must be able to deal effectively with challenging situations and maintain objectivity in public relations
  • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
  • Follow directions from a supervisor
  • Understand and follow work rules and procedures
  • Accept constructive feedback
  • Team player



Requires the ability to work eight (8) hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read Plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds, occasionally operate construction equipment.  Finger dexterity may be required to operate a computer keyboard and calculator.

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