Customer Service Representative - CA - Bay Area
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Customer Service Representative
CA - Bay Area

KB Home, a Fortune 1000 NYSE company and one of America's premier homebuilders, has an immediate employment opportunity available. The Company operates in 10 states across the nation from California to Florida.

KB Home is one of the largest and most recognized homebuilding companies in the United States. Since its founding in 1957, the company has built more than half a million quality homes. KB Home's unique homebuilding approach lets each buyer customize their new home from lot location to floor plan and design features. As a leader in utilizing state-of-the-art sustainable building practices, all KB homes are highly energy efficient and meet strict ENERGY STAR® guidelines. This helps to lower monthly utility costs for homeowners, which the company demonstrates with its proprietary KB Home Energy Performance Guide® (EPG®). KB Home has been named an ENERGY STAR Partner of the Year Sustained Excellence Award winner for five straight years and a WaterSense© Partner of the Year for four consecutive years.

JOB SUMMARY:     The Customer Service Representative is responsible for scheduling subcontractors, evaluating the subcontractor’s work and completing warranty claims within seven (7) days for 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.

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.
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.
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 related real estate industry, or applicable construction management training required
- 1 to 2 years of construction experience with a production homebuilder preferred

 

Knowledge, Skills & Abilities
- Strong experience in delivering high quality customer service programs. JDP 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 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 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

 



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!

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