Skip navigation
Unable to save this job. Please try again later.


Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Vancouver, WA

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Customer Care Manager jobs in Vancouver, WA delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
8 to 15 characters
1 uppercase letter
1 number or symbol
1 lowercase letter
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Customer Care Manager

Lennar Homes • Vancouver, WA

Posted 23 days ago

Job Snapshot

Experience - 10 years
Degree - High School
Other Great Industries
Management, Customer Service

Job Description


Summary of Position Requirements

Responsible for managerial control and implementation of divisional warranty programs, customer care program and corporate service strategies for all communities.  Maintain customer care records and support department activities.  Manage team of customer care field reps and office staff.  Resolve customer care issues through research and field visits.


Primary Duties and Responsibilities

  • Coordinate the daily monitoring, assignment and completion of all service requests and / or warranty commitments.
  • Provide daily direction for customer care coordinator/administrative assistant, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to customer care reps in a timely manner.
  • Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues through personal involvement, including in person visits.
  • Answers incoming Customer Care phone calls, responds to routine Customer Care inquiries, directs other calls as appropriate.
  • Keep Division Management informed of potential homeowner issues where major cost factors may be encountered.
  • Create and distribute departmental and division reports to Division Management as directed
  • Collaborate in the formulation and establishment of warranty related policy, field practices and service procedures.
  • Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints.
  • Formulate and keep updated warranty manuals, orientation packages, policies and procedure manuals and homeowner handbooks.
  • Manage division Water Intrusion Program with Director of Construction and report on status to MTM’s daily on water intrusion issues.
  • Mentor Customer Care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.
  • Responsible for the hiring, training, supervision and motivation of Customer Care Associates.
  • Conduct and/or contribute to monthly/quarterly and/or annual performance appraisals.
  • Conduct regular staff meetings and training sessions.
  • Organizes bimonthly H2 Insight team meetings.
  • Responds to corporate complaints within 1 hour and updates the DOC and DP in writing within same day received.
  • Monitors and allocates staffing levels to adequately maintain coverage for all customer care requests. Reviews customer care signoffs to insure full completion of warranty service requests.
  • Monitors trends in warranty service requests. Creates and generates reports as necessary to identify such tends.
  • Works closely with the Construction staff to increase quality through such observation and research.



Education and Experience Requirements

  • Thorough knowledge of building codes and industry standard building practices.
  • Minimum High School or GED required. College Degree preferred
  • Minimum 10 year experience in Customer Service and Construction Manager with a Homebuilder (combination of Customer Service and Construction Manager)
  • Minimum 5 year experience in directing, coordinating and supervising staff in Homebuilding Customer Care
  • Ability to read and interpret blueprints and engineering reports and details
  • Extensive knowledge and familiarity with carpentry, structural design, engineered wood products and failure analysis
  • Valid driver’s license, good driving record and valid auto insurance coverage required.
  • Intermediate to advanced PC skills (Microsoft Word and Excel) 
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills
Job ID: 2019-5064
Help us improve CareerBuilder by providing feedback about this job: Report this Job.
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

More Jobs at Lennar Homes

View All Similar Jobs View All Similar Jobs