Customer Service Warranty Representative

KB Home; Melbourne (FL); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Wellness program

Life insurance

Disability insurance

Retirement plan

Paid holidays

Sick time

Vacation

Job summary

KB Home seeks a Customer Service Warranty Representative to drive warranty claims and ensure quality work meets high service standards across active and closed communities. You will schedule subcontractors, evaluate work, conduct homeowner orientations, and maintain CSI scores while coordinating with teams for timely resolutions.

Requirements include a high school diploma or equivalent (associate's or bachelor's preferred) and 1+ year of customer service in homebuilding or related fields; strong

Qualifications

• High school diploma or equivalent required; an Associate's or Bachelor's degree is preferred.
• 1+ year of customer service experience in homebuilding or related real estate/ construction management is required.
• Strong communication and interpersonal skills; ability to handle diverse personalities.
• Proficiency with Microsoft Office and related software.
• Ability to work in a field-based, multi-community environment and travel locally.

Responsibilities

• Facilitate warranty claims by scheduling subcontractors and evaluating work.
• Address customer warranty concerns promptly and professionally.
• Review subcontractor work quality and enforce deadlines.
• Maintain high customer satisfaction scores and CSI metrics.
• Process documentation in HB1 and coordinate post-close homeowner orientations.

Skills

Customer service

Communication

Teamwork

Problem solving

MS Office

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

HB1

Microsoft Office

Job description

KB Home is one of America's largest and most trusted homebuilders, with nearly 700,000 quality-homes built over our more than 65-year history. Operating across 21 divisions in 9 states, we don’t just build houses we create places where families can make a lifetime of memories. At KB Home, our foundation is our people. We foster genuine relationships with our customers throughout their homebuying journey, while our employees bring passion and purpose to work every day. Our shared culture of customer obsession drives our mission to make homeownership attainable for all.

The Opportunity

Join KB Home as a Customer Service Warranty Representative and become the key driver in ensuring warranty claims and quality work meet our high customer service standards. In this role, you will manage warranty claims for both active and closed communities, coordinate subcontractor scheduling and evaluations, and conduct homeowner orientations and follow-ups.

Key Responsibilities

• Facilitate construction warranty claims by scheduling subcontractors, evaluating their work, and ensuring proper resolution within 7 days.
• Address customer warranty concerns promptly and effectively, ensuring every customer feels heard.
• Review the quality of subcontractor’s work and hold these entities accountable for meeting deadlines.
• Maintain superior customer satisfaction scores, including a 30-day CSI of 96%+ and an 11-month CSI of 91%+.
• Process all documentation in a timely manner using HB1.
• Participate in community team walkthroughs to ensure 100% complete standards are achieved prior to new home delivery.
• Perform homeowner orientations to explain home features, the Limited Warranty Agreement, and claim processes.
• Schedule and perform post-close visits at designated time intervals (10 days, 30 days, 60 days, 6 months, 11 months, and 18 months).
• Participate in weekly team meetings to review performance and meet community scorecard metrics.

What You Bring

• A high school diploma or equivalent (preferred Associate's or Bachelor's degree).
• Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required.
• Ideally, 1-2 years of construction experience with a production homebuilder.
• Strong background in delivering high-quality customer service.
• Ability to handle various personalities and develop professional relationships.
• Remain calm and professional when interacting with difficult personalities.
• Drive to push projects and tasks to successful closure while maintaining high-quality standards.
• Proven ability to seek solutions from the customer's perspective.
• Strong verbal and written skills, capable of conveying complex concepts accurately and persuasively.
• Ability to work within a team setting, inclusive of others' ideas, and a willingness to cooperate.
• Makes quick and accurate decisions based on facts, data, and metrics.
• Proficient in Microsoft applications, including Word, Excel, PowerPoint, and Outlook.

Requirements

• Full-time schedule with flexibility for overtime when necessary.
• Ability to work the "On-Call rotating schedule" program when needed (respond to emergency calls or other issues during off-hours).
• 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.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
• Ability to stand or sit for extended periods.
• Ability to move about work location.
• Valid driver's license required: Local travel via automobile required within designated region to KB Home communities.
• Ability to walk up and down stairs.
• Ability to observe details at close range and communicate information so others will understand.
• Ability to transport and move up to 20 lbs and move as needed (for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio).
• Periodically works in outdoor weather conditions (for roles in Construction/Customer Service/Land/Sales).
• Valid driver's license required: Local travel via automobile required within designated region to KB Home communities.
• The position is field-based and will manage multiple communities throughout the Division.

Compensation Details And Benefits

KB Home offers a competitive base pay. Other rewards may include bonuses or role-specific awards. KB Home provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, sick time and vacation.

The KB Home Difference

Join us and become part of a team where innovation, sustainability, and an unwavering commitment to customer satisfaction drive everything we do - and where people truly matter.

As a KB Home Team Member, You’ll Experience

• A culture defined by customer obsession and collaboration.
• The satisfaction of helping families achieve their dream of homeownership.
• Opportunities for growth and development within a nationally recognized company.

KB Home is an Equal Opportunity Employer