Customer Service Warranty Representative at KB Home in US-FL-Riverview

Job description

• Join KB Home as a Customer Service Warranty Representative and become the key driver in ensuring warranty claims and quality work meet our high customer service standards. In this role, you will manage warranty claims for both active and closed communities, coordinate subcontractor scheduling and evaluations, and conduct homeowner orientations and follow-ups.

Responsibilities

• Facilitate construction warranty claims by scheduling subcontractors, evaluating their work, and ensuring proper resolution within 7 days.
• Address customer warranty concerns promptly and effectively, ensuring every customer feels heard.
• Review the quality of subcontractor’s work and hold these entities accountable for meeting deadlines.
• Maintain superior customer satisfaction scores, including a 30-day CSI of 96%+ and an 11-month CSI of 91%+.
• Process all documentation in a timely manner using HB1.
• Participate in community team walkthroughs to ensure 100% complete standards are achieved prior to new home delivery.
• Perform homeowner orientations to explain home features, the Limited Warranty Agreement, and claim processes.
• Schedule and perform post-close visits at designated time intervals (10 days, 30 days, 60 days, 6 months, 11 months, and 18 months).
• Participate in weekly team meetings to review performance and meet community scorecard metrics.

Requirements

• A high school diploma or equivalent (preferred Associate’s or Bachelor’s degree).
• Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required.
• Ideally, 1-2 years of construction experience with a production homebuilder.
• Strong background in delivering high-quality customer service.
• Ability to handle various personalities and develop professional relationships.
• Remain calm and professional when interacting with difficult personalities.
• Drive to push projects and tasks to successful closure while maintaining high-quality standards.
• Proven ability to seek solutions from the customer’s perspective.
• Strong verbal and written skills, capable of conveying complex concepts accurately and persuasively.
• Ability to work within a team setting, inclusive of others' ideas, and a willingness to cooperate.
• Makes quick and accurate decisions based on facts, data, and metrics.
• Proficient in Microsoft applications, including Word, Excel, PowerPoint, and Outlook.
• Full-time schedule with flexibility for overtime when necessary.
• Ability to work the “On-Call rotating schedule” 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.
• Ability to stand or sit for extended periods.
• Ability to move about work location.
• Valid driver's license required: Local travel via automobile required within designated region to KB Home communities.
• Ability to walk up and down stairs.
• Ability to observe details at close range and communicate information so others will understand.
• Ability to transport and move up to 20 lbs and move as needed (for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio).
• Periodically works in outdoor weather conditions (for roles in Construction/Customer Service/Land/Sales).
• Valid driver's license required: Local travel via automobile required within designated region to KB Home communities.
• The position is field-based and will manage multiple communities throughout the Division. #LI-onsite

Skills

Required

• Valid driver's license required
• Ability to move about work location
• Ability to walk up and down stairs

Benefits

• Join us and become part of a team where innovation, sustainability, and an unwavering commitment to customer satisfaction drive everything we do — and where people truly matter.
• • A culture defined by customer obsession and collaboration.
• • The satisfaction of helping families achieve their dream of homeownership.
• • Opportunities for growth and development within a nationally recognized company.
• Visit our career site to learn more about working at KB Home and joining our team.
• KB Home offers a competitive base pay. Other rewards may include bonuses or role-specific awards.
• KB Home provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, sick time and vacation.