Customer Service Warranty Representative

JOB SUMMARY: The Customer Service Warranty Representative is responsible for scheduling subcontractors, evaluating the subcontractor’s work and completing construction warranty claims within 7 days for both active and closed out communities. In addition, the Customer Service Representative will carry out homeowner orientations and follow-up with homeowners periodically at designated times.

• Makes quick and accurate decisions based heavily on facts, data and/or metrics
• Manage CSI for assigned communities (active as well as closed out).
• Attend and participate in weekly team meeting to ensure all goals are met.
• Complete all warranty claims within 7 days.
• Periodically works in outdoor weather conditions (for roles in Construction/Customer Service/Land/Sales)
• Hold subcontractors accountable for their work.
• Conduct business in a professional and ethical manner to potential buyers, trade partners, external officials, and coworkers to reinforce goodwill and profitability for the company
• Conduct quality walks on each home to ensure KB Home standards are met.
• Facilitate construction warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.
• Schedule and complete post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 months
• Deliver a consistent and effective homeowner orientation to ensure the buyer experiences a positive transition to their new home.

• Ability to stand or sit for extended periods
• High school degree or equivalent required
• Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required
• Maintain a CSI of 98% or above
• Ability to observe details at close range and communicate information so others will understand
• Associates or Bachelors degree preferred
• Demonstrated leadership capabilities including motivating teams, employee development, and being results oriented
• Strong people skills, including the capability to handle various personalities and develop professional relationships
• Ability to move about work location
• Homeowner Communication
• Strong verbal & written communication, with the ability to take complex concepts and communicate accurately and persuasively
• Proven ability of being customer centric by seeking solutions from the customer’s perspective
• Ability to transport and move up to 20 lbs and move as needed (for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio)
• Ability to drive/travel as needed
• Proficient in Microsoft applications, including Word, Excel, Powerpoint and Outlook.
• Ability to walk up and down stairs
• Strong ability to work within a team-setting, inclusive of other’s ideas, and a willingness to cooperate
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
• Ability to work the “On-Call” program when needed (respond to emergency calls or other issues during off-hours)
• Strong experience in delivering high quality customer service programs. Previous ERP database experience a plus!
• 1 - 2 years of construction experience with a production homebuilder preferred

Find out why KB Home is attracting and retaining the best employees! If you are interested and qualified, please apply now. KB Home provides above average compensation packages and earnings potential, full benefits, an outstanding 401K matching program, bonus plans and amazing promotional opportunities.

About KB Home

• Optional Flexible Spending Accounts for healthcare and dependent care
• Medical, Dental and Vision
• Base Salary: The expected base pay range for this position is $80,000-85,000 per year depending on experience, paid semi-monthly.
• Paid Time Off – vacation (10-20 days per calendar year based on years of service), sick leave, bereavement leave (3-5 days), jury duty (up to 5 days), and paid holidays (11 total per year)
• Work full-time schedule with flexibility for overtime when necessary
• Monthly mobile phone stipend
• Bonus: This position is eligible for a bonus program
• 401K Plan with Company match (vesting percentage based on years of service)
• Life Insurance, business travel accident, optional insurance (paid by employee) for disability, supplemental life, AD&D, and critical illness