Assistant Customer Service Representative - TX - Austin
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Assistant Customer Service Representative
TX - Austin 78750view map

About KB Home

KB Home (NYSE: KBH) is one of the largest and most recognized homebuilders in the United States and has been building quality homes for over 60 years. Today, KB Home operates in 38 markets across eight states, serving a wide array of buyer groups. What sets us apart is giving our customers the ability to personalize their homes from homesites and floor plans to cabinets and countertops, at a price that fits their needs. And as the first builder ever to make every home we build ENERGY STARŪ certified, KB Home is able to not only design thoughtful living spaces but ones that lower the cost of homeownership. We also work with our customers every step of the way, building strong personal relationships so they have a real partner in the homebuying process and the experience is as simple and easy as possible. Learn more about how we build homes built on relationships by visiting kbhome.com.


JOB SUMMARY: The Assistant Customer Service Representative is responsible for assisting Customer Service Representative with scheduling subcontractors, evaluating the subcontractor’s work and completing warranty claims within 7 days for both active and closed out communities.  In addition, the Assistant Customer Service Representative will carry out homeowner orientations and follow-up with homeowners periodically at designated times.  They will also be required to supervise (house sit) larger jobs to ensure contractors complete the job to our quality standards and on schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Warranty Claim Processing
    • Assist Customer Service Representative with facilitating warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction   
    • Assist Customer Service Representative with completion of all warranty claims within 7 days
    • Hold subcontractors accountable for their work
    • Manage CSI for assigned communities (active as well as closed out)
    • Continually strive for superior CSI ranking in specific market
    • Maintain a CSI of 98% or above
  • Homeowner Communication
    • Deliver a consistent and effective homeowner orientation to ensure the buyer experiences a positive transition to their new home.
    • Explain KB Home’s Limited Warranty to homeowner
    • Assist Customer Service Representative with scheduling and completion of post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 months
  • Conduct quality walks on each home to ensure KB Home standards are met
  • Attend and participate in weekly team meeting to ensure all goals are met

EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:

Education/Certifications/Licenses      
  • High school degree or equivalent required
  • Associates or Bachelors 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 - 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!
  • 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” program when needed (respond to emergency calls or other issues during off-hours)
  • 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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