Sr. Customer Care Representative in Tempe, AZ at Lennar Homes

Date Posted: 9/11/2020

Job Snapshot

Job Description

Overview

Interfaces with customer care associates, homebuyers and trade partners to perform final new home orientations and diagnose schedule and complete warranty service work.  Training responsibilities for junior associates as directed by manager.



Responsibilities

  • Pre-walk home sites to provide punchlist to construction to delivery of home to customer and provide quality control for finished product
  • Conduct homeowner walk through, acquainting homeowner with the operation of appliances, heating/cooling systems, maintenance of homes, etc.
  • Coordinate with the construction staff and trade partners in the completion of walk-through repairs within 10 days
  • Supervise scheduling of trade partners repairs in homes after delivery to homeowner
  • Assure scheduled inspections with homeowners, assess routine warranty claims and follow through for completion of all service requests within 15 days
  • Provide accurate and timely information to manager 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 manager as it relates to quality of workmanship and details
  • Participate in emergency on call service schedule
  • Work with the department managers on special projects as needed
  • Participate and attend department meetings as requested
  • Keep accurate service request logs and documentation of all work performed
  • Issue purchase orders and investigate repairs for any backcharges
  • Maintain a daily log of occurrences/incidents at assigned community
  • Perform all other duties as assigned


Qualifications

  • Eight (8) years residential customer care or construction field experience
  • High school diploma or GED required
  • Valid driver’s license
  • Basic skills in Microsoft Office
  • Experience with water intrusion/special construction defects a plus
  • Maintain regular attendance and punctuality relative to daily work schedule is required
  • Excellent communication skills, verbal and written
  • Strong organizational and interpersonal skills
  • Must be able to be professional in situations involving homeowners/trade partners
  • Work well under pressure, and capable of handling multiple tasks with simultaneous deadlines
  • Understand and follow company policies and procedures
  • Detail oriented
  • Strong work ethic
  • Accept constructive feedback
  • Team player

PHYSICAL REQUIREMENTS:

This is a field position, which requires the ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less.  Must be able to climb stairs and ladders, do physical inspection of attics, crawl spaces, roofs, etc.  Ability to operate a motor vehicle.  Manual dexterity is needed in order to effect repairs.

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