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Customer Relations Manager at Lennar Homes

Customer Relations Manager

Lennar Homes Miami, FL Full Time
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Summary of Position Requirements

Responsible for managing and overseeing homes under warranty in assigned community(ies).  Responsible for promoting, facilitating, and fostering positive working relationships with customers as well as coordinating and supervising the work of Lennar trade partners. #CB


Primary Duties and Responsibilities

  • CRM’s primary duty is to work with Customers to settle and resolve issues during Customer’s initial walk-through and during the first 60 days post-closing o avoid post-closing claims and disputes.
  • CRM has the discretion to make concessions and/or give additional items to Customers as part of an effort to settle potential claims or disputes.
  • CRM will coordinate with Division management regarding the impact of their efforts and decisions on profitability, and will be accountable to the Division to meet or exceed profitability standards.
  • CRM will conduct the walk-through with Customers and will orient Customers with the many features of the homes assigned to their care. Further, CRMs will assure that the home is completed to the satisfaction of the Customer, and to the standards of Lennar. 
  • CRM has the discretion to determine what repairs and modifications will (and will not) be done to the home in accordance with Lennar’s profitability standards. CRM may coordinate with CC manger, DOC and/or DP on any material or major issue.
  • CRM has the authority to make any of the changes or modifications described above up to a maximum dollar amount of at least $2500.00. CRM must coordinate changes above this amount with the CC manger, DOC and/or Division President.  
  • CRM will engage and retain the trade necessary to resolve Customers concerns, to set the appointments, negotiate any cost to do the work and will manage the trade partner to ensure the work is done as scheduled. CRMs have authority to back charge should work not be completed or performed incorrectly.
  • CRM will manage the relationship with the customer and be the customer's primary point of contact for 60 days after closing of the home. 



Education and Experience Requirements

  • High School Diploma or equivalent required, or equivalent work experience
  • Bachelor’s degree in related field preferred
  • Minimum 3 years’ experience in directing, coordinating, and supervising work, particularly in a customer-facing role with a homebuilder
  • Valid Driver’s License with good driving record
  • Valid auto insurance coverage
  • Advanced knowledge of scheduling, budgeting and document management
  • Ability to read and interpret blue prints
  • Computer literacy and proficient in MS Office products (Word and Excel)
  • Excellent follow-up, communication (written and verbal) and time management skills

Recommended Skills

Time Management
Computer Literacy
Microsoft Excel

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Job ID: 2021-17603

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