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Customer Service Warranty Representative

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KB Home

13d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Construction & Surveying
  • Phoenix

AI generated summary

  • You need a high school diploma, 1+ year customer service in homebuilding, strong people skills, leadership abilities, proficiency in Microsoft Office, a valid driver's license, and flexibility for travel and on-call work.
  • You will manage warranty claims, ensure customer satisfaction, hold subcontractors accountable, maintain high CSI scores, conduct homeowner orientations, and schedule post-close visits.

Requirements

  • High school degree or equivalent required
  • Associates or Bachelors degree preferred
  • Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required
  • 1 - 2 years of construction experience with a production homebuilder preferred
  • Strong experience in delivering high quality customer service programs. JD P experience a plus!
  • 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
  • Action oriented, with the drive to push projects and tasks to successful closure
  • Proven ability of being customer centric by seeking solutions from the customer's perspective
  • Strong verbal & written communication, with the ability to take complex concepts and communicate accurately and persuasively
  • Strong ability to work within a team-setting, inclusive of other's ideas, and a willingness to cooperate
  • Makes quick and accurate decisions based heavily on facts, data and/or metrics
  • Proficient in Microsoft applications, including Word, Excel, Powerpoint and Outlook
  • Work full-time schedule with flexibility for overtime when necessary
  • Ability to work the "On-Call" program when needed (respond to emergency calls or other issues during off-hours)
  • Valid driver's license required
  • Local travel required within designated region
  • 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

Responsibilities

  • Facilitate construction warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.
  • Complete all warranty claims within 7 days.
  • Hold subcontractors accountable for their work.
  • Manage CSI for assigned communities (active as well as closed out).
  • Continually strive for superior CSI ranking in specific market.
  • Maintain a CSI of 98% or above
  • Deliver a consistent and effective homeowner orientation to ensure the buyer experiences a positive transition to their new home.
  • Explain KB Home's Limited Warranty to homeowner
  • Schedule and complete post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 months
  • Conduct quality walks on each home to ensure KB Home standards are met.
  • Attend and participate in weekly team meeting to ensure all goals are met.

FAQs

What is the main responsibility of a Customer Service Warranty Representative at KB Home?

The main responsibility is to schedule subcontractors, evaluate their work, and complete construction warranty claims within 7 days for both active and closed-out communities, while also conducting homeowner orientations and follow-ups.

What qualifications are required for this position?

A high school degree or equivalent is required, with an Associate's or Bachelor's degree preferred. Additionally, a minimum of one year of customer service experience in homebuilding or a related industry is required.

Is previous construction experience necessary for this role?

While a minimum of one year of customer service experience is required, 1-2 years of construction experience with a production homebuilder is preferred.

Are there any specific skills required for this position?

Yes, strong customer service skills, leadership capabilities, effective communication skills, the ability to work in a team environment, and proficiency in Microsoft applications are required.

Does KB Home require travel for this position?

Yes, local travel within the designated region is required for the Customer Service Warranty Representative role.

What are the working hours for this position?

The position requires a full-time schedule with flexibility for overtime when necessary. It may also require participation in an "On-Call" program for emergency calls outside of regular hours.

What is the expected CSI (Customer Satisfaction Index) that must be maintained?

The expected CSI to be maintained is 98% or above.

How does KB Home handle unsolicited resumes from recruiters?

KB Home does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without a valid written agreement in place, and any unsolicited resumes will be deemed the sole property of KB Home.

What type of benefits does KB Home offer?

KB Home offers above-average compensation packages, full benefits, a 401K matching program, bonus plans, and promotional opportunities.

Is KB Home an equal opportunity employer?

Yes, KB Home is an equal opportunity employer committed to hiring a diverse workforce and values diversity within the team.

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KB Home

Built on Relationships

Real Estate
Industry
1001-5000
Employees
1957
Founded Year

Mission & Purpose

KB Home is one of the largest and most recognized homebuilders in the United States, operating in 47 markets from coast to coast, and building over 680,000 quality homes in our more than 65-year history. What sets KB Home apart is our focus on building strong, personal relationships with every customer — from those buying their first home to experienced buyers — so they have a real partner in the homebuying process. No two KB homes are the same. That’s because every home is uniquely built for each customer, at a price that fits their budget. As the leader in energy-efficient homebuilding, KB Home was the first national builder to make a broad commitment to building ENERGY STAR® certified homes, a standard that fewer than 10% of new homes nationwide meet, and KB Home has built more ENERGY STAR certified homes than any other builder. An energy-efficient KB home helps lower the cost of ownership and is designed to deliver greater comfort and well-being than new homes without certification. Reflecting the company’s commitment to creating an exceptional homebuying experience, KB Home is the #1 customer-ranked national homebuilder based on homebuyer satisfaction surveys from a leading third-party review site.