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Customer Service / Warranty Representative

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KB Home

1mo ago

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

AI generated summary

  • You must have a high school diploma, 1+ year in customer service or construction, strong communication skills, team-oriented mindset, and ability to lift 50 lbs. Valid driver's license required.
  • You will manage warranty claims, ensure customer satisfaction, oversee subcontractors, maintain high CSI scores, conduct homeowner orientations, and perform regular quality checks on homes.

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. Previous ERP database 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)
  • 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
  • The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation
  • Frequently walks up and down stairs
  • Frequently move about work location
  • Ability to transport up to 50 lbs and move as needed
  • Valid driver's license required to drive/travel as needed within designated region between jobsites
  • Often works in outdoor weather conditions
  • Ability to observe details at close range and communicate information so others will understand

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 primary responsibility of the Customer Service Warranty Representative?

The primary responsibility of the Customer Service Warranty Representative is to schedule subcontractors, evaluate their work, and complete construction warranty claims within 7 days for both active and closed out communities.

What is the expected turnaround time for warranty claims?

All warranty claims are expected to be completed within 7 days.

What education is required for this position?

A high school degree or equivalent is required, with an Associate's or Bachelor's degree preferred.

How much customer service experience is required?

A minimum of one (1) year of customer service experience in homebuilding or a related real estate industry is required.

Is construction experience preferred?

Yes, 1 - 2 years of construction experience with a production homebuilder is preferred.

What are some essential skills needed for this role?

Strong customer service experience, leadership capabilities, excellent communication skills, and proficiency in Microsoft applications are essential for this role.

What type of work environment can I expect?

You can expect to work in various environments, including outdoors and at construction sites, and you may frequently walk up and down stairs.

Is there flexibility in working hours?

Yes, you will need to work a full-time schedule with flexibility for overtime when necessary and may also be required to participate in the "On-Call" program for emergency calls during off-hours.

What should I expect during homeowner orientations?

During homeowner orientations, you will deliver a consistent and effective experience to ensure buyers have a positive transition to their new home and explain KB Home's Limited Warranty.

Does KB Home offer any additional benefits?

Yes, KB Home provides above-average compensation packages, full benefits, an outstanding 401K matching program, bonus plans, and promotional opportunities.

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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.

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