Customer Service Warranty Representative
- 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.
- 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.
- Ability to stand or sit for extended periods
- Ability to move about work location
- Ability to drive/travel as needed
- 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)
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