Customer Service Coordinator - FL - Orlando Area
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Customer Service Coordinator
FL - Orlando 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 Coordinator is responsible for maintaining all warranty records, paperwork, and activity. This role will track all warranty claims while conferring with field representatives to ensure 100% customer satisfaction with completion of all warranty work.

Essential Duties and Responsibilities:

• Receive, evaluate and process initial service requests from homeowners via telephone, mail, facsimile or e-mail and live chat.

• Either schedule appointments with homeowners for inspections/repair work, or submit claims to Service Representatives, who will contact homeowner and schedule inspection/repair work.

• Schedule appointments with homeowners for inspections and warranty/repair work.

• Maintain on-going communication with homeowners (verbal and written), handle all incoming inquires, and provide initial        troubleshooting of issues.

• Coordinate information flow between Operations (Superintendents-CS Representatives- Managers) and Trade Partners.

• Provide Order Numbers when Field PO’s are required.

• Process / Enter purchase orders as needed to assist Service Representatives.

• Process/code invoices as necessary. Review and answer questions on invoices, payments, and contact information. Research any purchase order back charge discrepancies.

• Track and maintain accurate records of all pertinent information in homeowner's lot file.

• Monitor and communicate the status of warranty & customer service claims through daily reports to track against division goals.

• Provide all warranty documentation for 10-day Follow-Up Folders and contact vendors to ensure updated information is provided to homeowners.

• Develop, track, and maintain current CSI documentation for 30 day and 11 month H2 Insight survey data.

• Track and input all Follow-Up Touch Points and produce weekly reports.

• Obtain and process all check requests.

• Update AS400 with information as received.

• Copy and distribute documents to the legal department as needed.

• Provide administrative support with spreadsheet generation, photocopying, report compilation, archive file management, scheduling meetings, sorting mail, and assist other departments if needed.

 

Education:

• High school degree or equivalent required

• Bachelors or Associates degree preferred

 

Experience:

• 2+ years prior administrative office experience required, including strong computer usage

• Prior homebuilding construction or customer service experience preferred

 

Knowledge, Skills & Abilities:

• Exceptional organizational capability, including the ability to multi-task

• 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, and Outlook.

 

Work Requirements:

• Work 8-hour days with flexibility for overtime when necessary

• Conduct business in a professional and ethical manner to potential buyers, trade partners, and coworkers to reinforce goodwill and profitability for the company

• Bi-lingual preferred (English and Spanish)



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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