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 650,000 quality homes in our more than 60-year history. Today, KB Home operates in 45 markets from coast to coast. What sets KB Home apart is the exceptional personalization we offer our homebuyers from those buying their first home to experienced buyers allowing them to make their home uniquely their own, at a price that fits their budget. As the leader in energy-efficient homebuilding, KB Home was the first builder to make every home it builds ENERGY STAR� certified, a standard of energy performance achieved by fewer than 10% of new homes in America, and 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 be healthier, more comfortable and better for the environment than new homes without certification. We build strong, personal relationships with our customers so they have a real partner in the homebuying process. As a result, we have the distinction of being the #1 customer-ranked national homebuilder in third-party buyer satisfaction surveys. Build your career with KB Home.
JOB SUMMARY: The Customer Service Representative is responsible for handling customer service/warranty issues for homeowners for a period of time after the close of escrow. This role schedules subcontractors, evaluates the subcontractor’s work and completes warranty claims within seven (7) days at both active and close-out communities. In addition, the Customer Service Representative will conduct homeowner orientations and follow-up with homeowners periodically at designated times.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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Customer Service Experience
- Respond to all customer warranty concerns in a timely and effective manner. Ensure that every customer feels their concerns are being addressed sufficiently.
- Continually strive for 95.0% CSI ranking in within applicable performance metrics.
- Manage CSI results for assigned communities (active and close out). Maintain a CSI result of 95.0% or above.
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Warranty Claim Processing
- Facilitate warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.
- Complete all warranty claims within 7 days.
- Review quality of subcontractor’s work and hold these entities accountable for meeting deadlines.
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Homeowner Communication
- Perform homeowner orientations to educate customers about all the features of their new home.
- Explain KB Home’s Limited Warranty Agreement and claim processes to homeowner.
- Conduct post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 month intervals
- Participate in community team walks on each home to ensure 100 % complete KB Home standards are achieved prior to new home delivery.
- Attend and participate in weekly team meetings to ensure all community team scorecard metrics are achieved/maintained.
EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:
Education/Certifications/Licenses
- High school degree or equivalent required
- Associates or Bachelor’s degree preferred
Experience
- Minimum one (1) year of customer service experience in homebuilding, or applicable construction management training required
- Home construction knowledge
- 1 to 2 years of construction experience with a production homebuilder strongly preferred
Knowledge, Skills & Abilities
- Strong experience in delivering high quality customer service programs. AvidCX experience a plus!
- Strong people skills, including the capability to handle various personalities and develop professional relationships
- Ability to remain calm and professional when interacting with difficult personalities
- Commitment to high quality standards
- Action oriented, with the drive to push projects and tasks to successful closure
- Proven customer centric skills 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 Requirements
- Work 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)
- Local travel via automobile required for 75% of time within designated region
- Daily, will need to traverse through multiple homes to conduct inspections, will ascend/descend stairs and/or ladders to evaluate warranty issues, will consistently position self to evaluate various home construction systems (foundation, roofing, framing, electrical, plumbing), must be able to inspect construction standards from short and long distances, and will frequently move or position equipment, tools, and/or materials to home sites up to 40 pounds
- Consistently works in outdoor weather conditions
- Regularly operates a computer and other office productivity machinery such as copy machines and printers
- Conduct business in a professional and ethical manner to potential buyers, internal/external customers and promote and protect the KB HOME Brand
- The position is in the Central Valley area (Manteca, Patterson, Lathrop, Modesto, Turlock) with specific location to be determined. Location is to be determined. #LI-onsite
COMPENSATION AND BENEFITS:
- Base Salary: The expected base salary range for this position is $65,000 - $75,000 per year depending on experience, paid semi-monthly.
- Bonus: This position is eligible for a quarterly bonus program
- Benefits: Employee benefits available for this position include health care (medical, dental and vision) benefits, a 401(k) employee savings plan with Company match, vacation pay, paid sick days, and a monthly mobile phone stipend
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. KB Home is an equal opportunity employer committed to hiring a diverse work team. Diversity is important to KB Home!
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.
Salary : $65,000 - $75,000
