Customer Care Representative

About Lennar

Lennar is one of the nation's leading homebuilders, proudly recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States. For decades, we've been dedicated to making a profound impact by creating extraordinary experiences for our Homeowners, Communities, and Associates. We build quality homes, deliver exceptional customer service, give back to the communities where we work and live, and foster a culture of opportunity and growth for our Associates throughout their careers. At Lennar, we're not just constructing houses—we're building dreams, legacies, and futures. Join us in Carmel, Indiana, and become part of a dynamic team that's reshaping the homebuilding landscape.

Executive Summary

As a Customer Care Representative at Lennar in Carmel, Indiana, you will serve as the vital bridge between our valued homebuyers and our trusted trade partners. Your role is pivotal in conducting final orientations, diagnosing issues, scheduling, and completing warranty service work. With a focus on maintaining positive homeowner relations, coordinating seamless repair efforts, and ensuring complete satisfaction, you'll play a key role in upholding Lennar's reputation for excellence. This full-time position offers a competitive estimated salary range of $45,000 - $65,000 annually (based on market data for similar roles in Indiana), opportunities for career advancement, and a comprehensive benefits package. If you thrive in fast-paced environments, excel at customer service, and have a passion for residential construction, this is your chance to build a rewarding career with a industry leader.

Role & Mission

The mission of the Customer Care Representative is to deliver zero-defect homes through meticulous warranty service, cost management, and strict adherence to schedules. You will empower homeowners by transforming potential concerns into resolved successes, fostering lifelong loyalty to Lennar. This role demands a blend of empathy, technical acumen, and organizational prowess to ensure every interaction reflects our commitment to quality and customer-centricity. In Carmel, Indiana, you'll support thriving communities, contributing directly to the satisfaction of families settling into their new Lennar homes.

Detailed Responsibilities

• Conduct Final Orientations: Guide homeowners through comprehensive final walkthroughs, identifying any potential issues and setting expectations for post-closing support.
• Diagnose and Schedule Repairs: Assess warranty service requests promptly, diagnose problems accurately, and coordinate with trade partners to schedule repairs within committed timeframes, often 24-48 hours for urgent matters.
• Oversee Repair Completion: Monitor all repair activities from initiation to closure, ensuring work meets Lennar's high standards of quality and safety.
• Maintain Comprehensive Logs: Manage detailed service request logs, digital documentation, and records of all work performed, providing transparent updates to homeowners and internal teams.
• Evaluate Trade Partners and Materials: Conduct thorough performance evaluations of subcontractors and materials, compiling reports for management to drive continuous improvement and accountability.
• Participate in Team Meetings and On-Call: Engage in regular department meetings to align on priorities and join emergency on-call rotations to handle after-hours homeowner needs professionally.
• Customer Relationship Management: Proactively communicate with homeowners, providing status updates, managing expectations, and resolving escalations to achieve 100% satisfaction ratings.
• Compliance and Reporting: Ensure all activities comply with local building codes, Lennar policies, and warranty guidelines, generating insightful reports on service metrics.

Technical & Behavioral Qualifications

Education & Experience

• High school diploma or GED required; Associate’s degree in business, construction management, or related field preferred.
• 1-3 years of experience in residential customer service, warranty administration, or construction field highly desirable.

Skills & Certifications

• Valid driver’s license with an excellent driving record; ability to travel to job sites in Carmel and surrounding Indiana areas.
• Proficiency in Microsoft Office Suite, CRM software, and mobile apps for service tracking.
• Strong verbal and written communication skills for interacting with diverse homeowners and trade professionals.
• Exceptional organizational and time-management abilities to juggle multiple service requests daily.

Behavioral Competencies

• Customer-first mindset with empathy and patience under pressure.
• Problem-solving prowess to diagnose construction issues efficiently.
• Team collaboration and adaptability in a dynamic, field-based environment.

Career Path & Growth at Lennar

At Lennar, your career is built to last. Starting as a Customer Care Representative, you'll gain hands-on experience that propels you toward roles like Customer Care Manager, Warranty Supervisor, or even Division Operations Leader. Our robust training programs, mentorship opportunities, and performance-based promotions ensure rapid advancement. Many Associates have turned initial roles into executive positions, benefiting from tuition reimbursement via our Education Assistance Program. Lennar invests in your future with clear career ladders, leadership development workshops, and cross-functional exposure across homebuilding operations.

The Impact You Will Make

Every day, you'll directly impact families' lives by turning new homes into dream homes. Your swift resolutions prevent minor issues from becoming major headaches, boosting Net Promoter Scores and repeat business. By evaluating trade partners, you'll elevate industry standards, contributing to Lennar's zero-defect philosophy. In Carmel, Indiana, your work strengthens community ties, supports local economies, and leaves a legacy of trust. Quantitatively, top performers resolve 95%+ of requests on-time, driving customer satisfaction to 98%—metrics you'll help achieve and exceed.

Company Benefits & Perks

• Health & Wellness: Comprehensive Medical, Dental, and Vision plans from day one.
• Retirement Security: 401(k) with $1-for-$1 match up to 5%.
• Family Support: Paid Parental Leave, Associate Assistance Plan, and up to $30,000 Adoption Assistance.
• Time Off: Up to three weeks vacation, holidays, sick leave, and personal days annually.
• Professional Growth: Education Assistance Program for degrees and certifications.
• Exclusive Perks: Significant Home Purchase Discounts, New Hire Referral Bonuses, and Everyone’s Included Day events.
• Work-Life Balance: Flexible scheduling where possible, plus community volunteer opportunities.

Explore full details at Lennar Total Rewards.

Workplace Culture

Lennar’s culture is rooted in empowerment, innovation, and inclusivity. We celebrate diversity, promote work-life harmony, and host engaging events like team-building barbecues and Everyone’s Included Day. In our Carmel, Indiana office and job sites, expect a collaborative atmosphere with modern tools, safety-first protocols, and recognition programs. Regular, in-person presence is essential, with physical demands including lifting up to 50 lbs., bending, stooping, and driving. We prioritize your safety and growth in a supportive, high-energy environment.

How to Apply

Ready to build your future with Lennar? Apply today via our careers portal at lennar.com/careers. Submit your resume, cover letter highlighting relevant experience, and references. We review applications weekly and contact qualified candidates for interviews. Join us in Carmel, Indiana, and start making homeowners' dreams a reality. Lennar is an equal opportunity employer committed to diversity.