Your Responsibilities on the Team
· Professionally and promptly handle requests by contacting the Homeowner after reviewing provided documentation, homesite and case history to ensure familiarity with the matter.
· Use remote assistance tools to patiently guide Homeowners through troubleshooting, investigative and resolution steps.
· Share guidance on warranty coverage, out-of-warranty items, and self-help solutions.
· Document and maintain all findings, including pertinent documents, photos, and correspondence using provided technology to ensure thorough case documentation.
· Determine the scope of work for warranty repairs, troubleshoot and resolve minor issues remotely, and coordinate with Trade Partners for further action.
· Ensure repairs are completed and Homeowners are satisfied through knowledgeable, friendly, and proactive support.
· Deliver comprehensive support in accordance with Lennar’s warranty policies and quality standards.
· Process back charges and EPOs to ensure prompt payment of Trade Partners as needed.
· Proactively remedy any trade partner scheduling, communication, or payment related issues.
· Participate in after-hours on-call rotation and expedite emergency repairs, as directed by management.
· Perform additional duties as assigned to support the overall success of the division.