Customer Service Warranty Representative

About the position

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.

Responsibilities

• Respond to all customer warranty concerns in a timely and effective manner.
• Ensure that every customer feels their concerns are being addressed sufficiently.
• Strive for a 95.0% CSI ranking within applicable performance metrics.
• Manage CSI results for assigned communities (active and close out).
• Facilitate warranty claims by scheduling, evaluating and ensuring proper resolution.
• Complete all warranty claims within 7 days.
• Review quality of subcontractor's work and hold these entities accountable for meeting deadlines.
• 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 homeowners.
• 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.

Requirements

• High school degree or equivalent required.
• Associates or Bachelor's degree preferred.
• 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.
• Strong experience in delivering high quality customer service programs.
• 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 skills.
• Strong ability to work within a team-setting.
• Makes quick and accurate decisions based heavily on facts, data and/or metrics.
• Proficient in Microsoft applications, including Word, Excel, PowerPoint and Outlook.

Nice-to-haves

• AvidCX experience a plus!

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.
• Employee benefits available for this position include health care (medical, dental and vision) benefits.
• 401(k) employee savings plan with Company match.
• Vacation pay.
• Paid sick days.
• Monthly mobile phone stipend.