Customer Care Representative in Atlanta, GA at Lennar Homes

Date Posted: 10/28/2020

Job Snapshot

Job Description

Overview

Responsible for managing and overseeing homes under warranty and final Quality inspections in assigned community(ies).  Responsible for promoting, facilitating, and fostering positive working relationships with customers as well as coordinating and supervising the work of Lennar trade partners to ensure homeowner satisfaction.



Responsibilities

  • Conduct the final Quality inspection on each home to ensure the Construction Manager has completed the home 100% before the orientation with our customer
  • Conduct the homeowner’s orientation and Final sign off before closing
  • Work with homeowners during Customer’s initial walk-through to ensure the home is 100% complete at closing and to avoid post-closing claims and disputes
  • Handle all of the service issues in their assigned neighborhood(s)
  • Coordinate with Division management regarding the impact of their efforts and decisions on profitability, and will be accountable to the Division to meet or exceed profitability standards
  • Respond to the customer service calls within 24 hours and visually inspect the items within 72 hours
  • Work with the neighborhood team (NHC and CM) to ensure they understand the home completion schedule and closing dates
  • Manage the communication of the neighborhood team to ensure we are in contact with our homeowners through the first 60 days of closing on their home
  • Ensue customers receive the acknowledgement that the requested service has been addressed before they turn the request into the office as complete (Doc u Sign, Hand Written Signature, email confirmation)
  • Expedite emergency repairs in their assigned neighborhood(s)


Qualifications

  • High School Diploma or equivalent required, or equivalent work experience
  • Bachelor’s degree in related field preferred
  • Minimum 3 years’ experience in a customer service position in a customer-facing role, preferably with a homebuilder
  • Valid Driver’s License with good driving record
  • Valid auto insurance coverage
  • Advanced knowledge of scheduling, budgeting and document management
  • 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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