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 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:
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.
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.
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 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 an Equal Opportunity Employer.
This position is being recruited by ManpowerGroup Talent Solutions RPO, on behalf of KB Home. Qualified candidates are encouraged to apply.
ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.
