Regional Customer Service Manager - AZ - Phoenix
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Regional Customer Service Manager
AZ - Phoenix

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:     Responsible for implementing the company's customer service philosophy and programs with the goal of achieving outstanding customer satisfaction. This person will manage and supervise a team of Customer Service Representatives and Customer Service Coordinators, providing guidance, support and training to ensure that warranty work is completed within company standards. 


  • Oversee divisions CSI by facilitating weekly meetings, providing ongoing training to employees, ensuring action plan in place to overcome upset customers.
  • Oversee warranty procedures for Phoenix.  Includes managing customer service reps, customer involvement as needed, ensure claims are worked in efficient manner, ensure staff completes post close visits, ensure warranty costs are below accrual, provide ongoing training, ensure emergency procedures are met. Ensure team stays motivated.  Conduct periodic reviews of both staff as well as contractors.  
  • Oversee quality process for division.  Includes, ongoing quality training with employees and vendors, ensure all homes have final quality walk, assist csr's in walking finaled homes, facilitate weekly CSR meetings, review common warranty issues and implement plans to improve/correct, review warranty costs for common trends, ensure division follow quality procedures, monitor quality on ongoing basis at all states to ensure quality standards are met.  Work alongside construction and purchasing to forecast and eliminate future customer problems.    
  • Facilitate sales CSI task force and referral task force


  • High school degree or equivalent required
  • Associates or Bachelors degree preferred
  • 3-5 years of experience as a Warranty Manager for a high volume, public production builder
  • Strong experience in delivering high quality customer service programs. JD P 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
  • Local travel required within designated region
  • 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


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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