What are the responsibilities and job description for the Customer Service Warranty Representative position at KB Home?
About KB Home
KB Home is one of the largest and most recognized homebuilders in the United States and has built over 670,000 quality homes in our 65 plus year history. Today, KB Home operates in 47 markets from coast to coast. At KB Home, people are our foundation. We build strong, personal relationships with our customers to ensure they have a real partner in the homebuying process. Our employees are the heart and soul of our company and are driven by a shared culture of customer obsession guided by our focus on sustainability providing a beneficial impact on the world. When you join KB Home, you become part of a team that is passionate about making the dream of homeownership a reality for families across America. Come be a part of our team! Learn more .
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.
Essential Duties And Responsibilities
Education/Certifications/Licenses
KB Home and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at KB Home or its affiliates without a valid written agreement in place for recruiting services, such resumes will be deemed the sole property of KB Home and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidate resumes, in the event any such candidate is hired by KB Home or its affiliates as a result of the submittal, without a valid written agreement between the Recruiter and KB Home.
KB Home is one of the largest and most recognized homebuilders in the United States and has built over 670,000 quality homes in our 65 plus year history. Today, KB Home operates in 47 markets from coast to coast. At KB Home, people are our foundation. We build strong, personal relationships with our customers to ensure they have a real partner in the homebuying process. Our employees are the heart and soul of our company and are driven by a shared culture of customer obsession guided by our focus on sustainability providing a beneficial impact on the world. When you join KB Home, you become part of a team that is passionate about making the dream of homeownership a reality for families across America. Come be a part of our team! Learn more .
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.
Essential Duties And Responsibilities
- Warranty Claim Processing
- 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
- Homeowner Communication
- 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.
Education/Certifications/Licenses
- 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
- The position is located on-site at a community in Hillsborough County area. Location is to be determined.
KB Home and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at KB Home or its affiliates without a valid written agreement in place for recruiting services, such resumes will be deemed the sole property of KB Home and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidate resumes, in the event any such candidate is hired by KB Home or its affiliates as a result of the submittal, without a valid written agreement between the Recruiter and KB Home.
