Regional Call Center Coordinator

Summary

Lennar is a national homebuilder seeking a Regional Call Center Coordinator to support its Customer Care operations. The role handles homeowner calls and service requests, maintains customer care records and project status reports, processes related paperwork, and supports department activities and training.

Responsibilities

• Place and receive inbound calls including transferred calls from homeowners, respond to customer requests and input service request data
• Receive and process homeowner service requests in a timely manner per established policies, including settlement & releases and check requests
• Collect up-to-date project Customer Care status information, input to computer and distribute weekly project report
• Maintain RCC filing system for projects and individual homesites that permits quick access to all previous correspondence, and related data
• Support Customer Care associates as needed
• All other duties as assigned
• Provide on-the-job training for new employees
• Generate customer letters and emails
• Send and receive various surveys from customers and field associates

Skills

• High school diploma minimum
• 3 years experience in a call center or customer service environment, preferably with a homebuilder
• Must be computer literate and possess strong Word, Excel skills and have the ability to learn customer service software applications
• Must possess strong organizational skills
• Minimum 50 WPM. Must be accurate for data entry
• Must possess excellent written and oral communication and interpersonal skills
• Must be bilingual in English and Spanish
• Must possess professional and friendly attitude to represent company in a positive manner and be able to develop a rapport with customers over the phone
• This position is an overnight, remote role: 9:45pm- 6:15am (EST) shift
• This is primarily a sedentary office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing 25 pounds or less. Finger dexterity required to operate a computer keyboard, calculator and telephone equipment
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team Player

Qualifications

Must Haves

• High school diploma minimum
• 3 years experience in a call center or customer service environment, preferably with a homebuilder
• Must be computer literate and possess strong Word, Excel skills and have the ability to learn customer service software applications
• Must possess strong organizational skills
• Minimum 50 WPM. Must be accurate for data entry
• Must possess excellent written and oral communication and interpersonal skills
• Must be bilingual in English and Spanish
• Must possess professional and friendly attitude to represent company in a positive manner and be able to develop a rapport with customers over the phone
• This position is an overnight, remote role: 9:45pm- 6:15am (EST) shift
• This is primarily a sedentary office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing 25 pounds or less. Finger dexterity required to operate a computer keyboard, calculator and telephone equipment
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team Player

Benefits

• Overnight remote role: 9:45pm–6:15am (EST) shift
• Health Insurance
• Medical, Dental & Vision coverage
• Three weeks of vacation per year to start
• Holidays, Sick Leave, & Personal Days
• 401(k) Savings Plan with company match
• 401(k) Retirement Plan with a $1 for $1 company match up to 5%
• Paid Maternity & Bonding Leave
• Paid Parental Leave
• New Hire Referral Bonus Program
• Product Purchase Discount for Associates
• Home Purchase Discounts
• Associate Assistance Plan
• Everyone’s Included Day
• Education Assistance Program
• Up to $30,000 in Adoption Assistance