Monserrat Oliva
Customer Care Representative @Lennar
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WORK HISTORY
Customer Care Representative @Lennar
Responsible for ensuring customer satisfaction by providing exceptional service and support to homeowners in the post-sale process. The CSR will assist in handling warranty claims, managing service requests, coordinating repairs, and maintaining effective communication between the customer and the company.• Customer Communication: Act as the primary contact for homeowners, responding promptly to inquiries and resolving concerns related to the home buying and warranty process.• Warranty and Service Requests: Manage and process warranty claims and service requests for new homebuyers. Track and ensure timely resolution of any issues.• Problem Resolution: Investigate and resolve customer complaints or service issues, escalating when necessary to management or appropriate departments.• Coordination with Subcontractors: Schedule and coordinate any required service appointments, repairs, or inspections with contractors, vendors, and internal teams.• Documentation and Reporting: Maintain detailed records of customer interactions, issues, resolutions, and service requests in SalesForce or service management software.• Quality Control: Ensure that all repairs or service requests are completed to meet Lennar\'s quality standards and that customers are satisfied with the results.• Customer Education: Provide guidance to homeowners regarding home maintenance, care instructions, and warranty coverage, ensuring they understand their responsibilities and benefits.• Follow-up: Proactively reach out to customers after service completion to ensure satisfaction and address any lingering concerns.• Collaboration: Work closely with other departments (sales, construction, warranty, etc.) to ensure seamless customer experiences and the timely resolution of any issues.
EDUCATION
California State University, Fullerton
BA in Business Administration
Irvine Valley College
Associate of Arts and Sciences (AAS)
ABOUT MONSERRAT OLIVA
My knowledge base of 15 years in new home construction, abatement, and home restoration…
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