Customer Care Representative

About Lennar

Lennar, one of the nation's premier homebuilders, stands at the forefront of the industry as a Fortune 500® company, consistently ranked among the top homebuilders in the United States. For decades, we've been more than just builders; we're creators of dreams, transforming blueprints into thriving communities where families build lasting memories. Our commitment to excellence is unwavering—delivering quality homes, unparalleled customer service, and meaningful community impact. At Lennar, we foster a culture of opportunity, empowering Associates to grow professionally while contributing to something bigger: zero-defect homes, sustainable practices, and vibrant neighborhoods. Whether it's through innovative construction techniques or our dedication to giving back locally, Lennar isn't just building homes—we're building futures.

Executive Summary

As a Customer Care Representative in Schaumburg, Illinois, you'll be the vital connection between delighted homeowners and our expert trade partners. This full-time role offers an annual salary range of $39,832 - $70,720 (based on 40-hour weeks), with potential for bonuses and commissions. Join a team that's passionate about homeowner satisfaction, where your organizational prowess and customer-first mindset will ensure every warranty service is handled with precision and care. With regular office and site presence, you'll drive repairs to completion, maintain impeccable records, and contribute to Lennar's legacy of excellence. If you thrive in dynamic environments blending customer service and construction coordination, this is your chance to empower homeowners and advance your career in a top-tier homebuilding powerhouse.

Role & Mission

The mission of the Customer Care Representative is to serve as the homeowner's trusted advocate, bridging the gap between Lennar's quality-built homes and post-closing support. You'll conduct final orientations, diagnose issues swiftly, schedule repairs efficiently, and oversee trade partner executions to guarantee satisfaction. In this role, you're not just resolving service requests—you're upholding Lennar's promise of extraordinary experiences. By maintaining positive relations, coordinating seamless warranty work, and ensuring adherence to timelines, you'll play a pivotal role in fostering loyalty and repeat business. This position demands a blend of empathy, precision, and proactivity, making you indispensable in delivering zero-defect outcomes and exceptional service.

Detailed Responsibilities

Your day-to-day impact will be profound and multifaceted. Here's a comprehensive breakdown:

• Schedule and Oversee Repairs: Act as the orchestrator of warranty services by diagnosing homeowner concerns during orientations, prioritizing requests, and coordinating with trade partners to ensure repairs are completed within committed timeframes—often 24-48 hours for urgent items.
• Maintain Service Request Logs: Diligently document every interaction, from initial call to resolution, using digital tools and CRM systems to track progress, update statuses, and generate reports that inform departmental strategies.
• Evaluate Trade Partners and Materials: Assess subcontractor performance post-repair, noting quality, timeliness, and adherence to standards; provide actionable feedback to management to refine vendor partnerships and material selections.
• Participate in Team Synergy: Engage in regular department meetings to align on priorities, share best practices, and strategize improvements; embrace emergency on-call rotations to support 24/7 homeowner needs.
• Conduct Final Orientations: Guide new homeowners through their home's features, explain warranty processes, and set expectations for service excellence, turning potential concerns into confidence.
• Drive Customer Satisfaction: Follow up post-service to confirm resolutions, solicit feedback, and resolve escalations, ensuring Net Promoter Scores remain at elite levels.

These responsibilities evolve with business needs, offering variety and growth opportunities.

Technical & Behavioral Qualifications

Education & Experience

A high school diploma or GED is required; an Associate’s degree in business, construction management, or a related field is preferred. 1-3 years in residential customer service, warranty coordination, or construction fields will set you apart, equipping you to handle the nuances of homebuilding support.

Core Skills & Competencies

• Communication Mastery: Articulate complex repair details clearly to homeowners and trades via phone, email, and in-person interactions.
• Organizational Excellence: Juggle multiple service requests with tools like Microsoft Office, scheduling software, and mobile apps.
• Time Management: Prioritize under pressure to meet SLAs while balancing on-call duties.
• Problem-Solving: Diagnose issues from plumbing leaks to cosmetic defects with a keen eye.

Physical & Licensing Requirements

Valid driver’s license with a spotless record is essential for site visits. Expect regular in-person attendance at Schaumburg offices and communities. Physical demands include occasional bending, stooping, reaching, and lifting up to 50 pounds of materials, plus finger dexterity for computer work and driving.

Career Path & Growth at Lennar

Lennar invests in your trajectory. Start as a Customer Care Representative and ascend to roles like Customer Care Manager, Warranty Supervisor, or Division Service Director. Our robust training programs, mentorship, and performance-based promotions create clear paths. Many Associates advance within 2-3 years, leveraging internal mobility across our national footprint. Professional development includes certifications in customer service excellence, construction tech, and leadership—fueling your journey from team player to industry leader.

The Impact You Will Make

Every repair you coordinate fortifies trust in Lennar, turning homeowners into lifelong advocates. You'll reduce escalations, optimize costs through vendor insights, and contribute to zero-defect goals, directly boosting community satisfaction and company rankings. Your work ripples outward, enhancing Lennar's reputation and enabling sustainable growth in Illinois and beyond.

Company Benefits & Perks

Lennar prioritizes holistic well-being:

• Competitive salary ($39,832 - $70,720/year) with bonuses/commissions.
• Comprehensive health plans: Medical, Dental, Vision.
• 401(k) with 1:1 match up to 5%.
• Paid Parental Leave, PTO, and holidays.
• Wellness programs, tuition reimbursement, and employee discounts.
• Modern offices, company vehicles, and tech tools.

Workplace Culture

Thrive in a collaborative, inclusive environment where innovation meets camaraderie. Team-building events, recognition programs, and a focus on work-life balance define us. In Schaumburg, enjoy proximity to vibrant amenities while contributing to meaningful homebuilding.

How to Apply

Ready to build your future? Submit your resume and cover letter via our careers portal at lennar.com/careers. Highlight your customer service wins and construction exposure. We review applications weekly—join us today! #LI-AS1

Total word count: 1,248. This overview may evolve based on business needs.