Assistant Customer Service Manager - NV - Las Vegas
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Assistant Customer Service Manager
NV - Las Vegas 89118view 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 Manager will support management with day to day operations including training new CSR in best practices and KB Culture, scheduling subcontractors, evaluating subcontractor work and completing warranty claims within 5 days for both active and closed out communities. The position will also the 11-month survey touchpoints and follow up, carry out homeowner community team walks and work to resolve homeowner issues. 

ESSENTIAL DUTIES AND RESPONSIBILITES:

WARRANTY CLAIM PROCESSING
- Facilitate warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.  
- Complete all warranty claims within 5 days.
- Hold subcontractors accountable for their work
- Manage and negotiate trade costs
- Manage CSI for assigned communities (active as well as closed out).
- Continually strive for superior CSI ranking in specific market.
- Maintain a CSI of 96% or above for 30 day& 90% or above for 11 month

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
- Schedule and complete post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 months
- Set proper expectations regarding repairs on all escalated complaints

QAULITY ASSURANCE
Conduct quality walks on each home to ensure KB Home standards are met.

Assistant Customer Service Manager responsibilities:
- Train new customer service reps as well as mentor them.
- Serve as a Community Team Sponsor in at least one community
- Support CS reps whose claims load is exceeding their capacity 
- Manage scheduling of Asst CS Reps
- Develop providence with HB1 and manage daily, weekly and monthly reporting as necessary.
- Resolve elevated customer issues as needed.
- Attend weekly CTM.  
- Attend weekly CSI meeting
- Responsible for evaluating all structural claims in division.
- Responsible for training trade partners to ensure compliance per KB CS process. 

Experience 
- Minimum three (3) years of customer service experience in homebuilding or related real estate industry, or applicable construction management training required
- 3 - 5 years of construction experience with a production homebuilder preferred

Knowledge, Skills & Abilities
- Strong experience in delivering high quality customer service
- 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
- Strong conflict resolution skills
- 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, Teams 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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