Customer Service Area Manager - AZ - Phoenix
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Customer Service Area 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:     The Customer Service Manager will supervise a staff of Customer Service Representatives (CSR) and Customer Service Coordinators providing management, guidance, support, and training to ensure warranty work is completed to company standards, all paperwork is being submitted correctly and timely, actively participates in Community Team activities and that each CSR is effectively managing his/her claim load.  The CS Manager will work closely with the Director of Construction and VP of Operations in the assignment of communities and claims to each CSR and will meet weekly with the Operations team to review claim and warranty issues.
* Manage and motivate a team of Customer Service Representatives. Ensure all warranty requests are completed within the established time frames, quality standards, and budgets. Review and first level approve CS Field Purchase Orders.
* Ensure Company's Customer Satisfaction standards are achieved. Ensure Follow Up Touch points are completed within established time frames.
* Respond and resolve elevated customer issues. Customer Complaint investigation.
* Manage Subcontractor response time to warranty repairs and hold them to quality standards. Provide feedback to Purchasing Dept.
* Monitor Buyer Orientations on random basis. Assist in product refinement with random inspection of homes in production and ready for delivery.
* High School education
* Minimum two years of college courses or equivalent
* Minimum 2-5 years of experience in new home customer experience
* Comprehensive knowledge of construction method and materials and new home performance
* Experience in handling conflict and confrontation with analytical negotiation skills
* Have a Basic working knowledge of residential construction business.  Have the Ability to read blue prints and understand specifications. Have supervisory skills demonstrating the ability to achieve results through others. Have organizational skills, time management skills and prioritization skills. Must be self-motivated and demonstrate ability to follow through and maximize quantity and quality of work. 
* Work an 8 hour day with flexibility for overtime as necessary
* Monitor daily progress of each claim and Follow-up Touch points
* Facilitate Customer Service Representatives in making correct decisions in difficult situations
* Effective interpersonal communication with Co-workers, Customers and Trade Partners
* Effective telephone communication with Co-workers, Customers and Trade Partners
* Follow company policies and procedures
* Dress professionally and be well groomed 
* Be able to speak read and write in English (bilingual in Spanish a plus)

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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