Customer Service Warranty Representative - CA - San Diego
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Customer Service Warranty Representative
CA - San Diego 92131view 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

JOB SUMMARY: The Customer Service Representative is responsible for scheduling subcontractors, evaluating the subcontractor’s work and completing warranty claims within seven (7) days for both active and close-out communities.  In addition, the Customer Service Representative will conduct homeowner orientations and follow-up with homeowners periodically at designated times.
    • Facilitate warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.   
    • Complete all warranty claims within 7 days.
    • Review quality of subcontractor’s work and hold these entities accountable for meeting deadlines.  
    • Respond to all customer warranty concerns in a timely and effective manner.  Ensure that every customer feels their concerns are  being addressed sufficiently.  
    • Continually strive for 95.0% CSI ranking in within applicable performance metrics.
    • Manage CSI results for assigned communities (active and close out).  Maintain a CSI result of 95.0% or above. 
    • Perform homeowner orientations to educate customers about all the features of their new home.
    • Explain KB Home’s Limited Warranty Agreement and claim processes to homeowner.
    • Conduct post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 month intervals  
    • Participate in community team walks on each home to ensure 100 % complete KB Home standards are achieved prior to new home  delivery. 
    • Attend and participate in weekly team meetings to ensure all community team scorecard metrics are achieved/maintained.  
  • Education/Certifications/Licenses      
    • High school degree or equivalent required
    • Associates or Bachelor’s degree preferred
  • Experience 
    • Minimum one (1) year of customer service experience in homebuilding, or applicable construction management training required Home construction knowledge
    • 1 to 2 years of construction experience with a production homebuilder strongly 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
    • Ability to remain calm and professional when interacting with difficult personalities
    • Commitment to high quality standards
    • Action oriented, with the drive to push projects and tasks to successful closure
    • Proven customer centric skills 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 rotating schedule” program quarterly or when needed (respond to emergency calls or other issues during  off-hours)
    • Local travel via automobile required within designated region to KB Home communities in the San Diego area
    • Daily, will need to traverse through multiple homes to conduct inspections, will ascend/descend stairs and/or ladders to evaluate  warranty issues, will consistently position self to evaluate various home construction systems (foundation, roofing, framing,  electrical, plumbing), must be able to inspect construction standards from short and long distances, and will frequently move or  position equipment, tools, and/or materials to home sites up to 40 pounds
    • Consistently works in outdoor weather conditions 
    • Regularly operates a computer and other office productivity machinery such as copy machines and printers
    • Conduct business in a professional and ethical manner to potential buyers, internal/external customers and promote and protect the  KB HOME Brand.

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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