Customer Service Warranty Representative

Kb Home; Montgomery (AL); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

Benefits package

401(k) matching

Bonus plans

Promotion opportunities

Job summary

KB Home in Montgomery, AL is seeking a Customer Service Warranty Representative to schedule subcontractors, evaluate warranty work, and process claims within 7 days for active and closed-out communities. The role also includes homeowner orientations and timely follow-ups.

You will manage warranty claims, hold subcontractors accountable, and support CSI targets while delivering professional service to homeowners and trade partners.

Qualifications

• High school degree or equivalent required.
• Associate’s or Bachelor’s degree preferred.
• Minimum one 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.

Responsibilities

• Warranty Claim Processing – Schedule, evaluate, and resolve construction warranty claims to ensure customer satisfaction.
• Complete all warranty claims within 7 days.
• Hold subcontractors accountable for their work.
• Manage CSI for assigned communities (active and closed-out).
• Aim for CSI 98% or above in relevant markets.
• Deliver homeowner orientations and post-close visits at defined milestones.
• Explain KB Home’s Limited Warranty to homeowners.
• Attend weekly team meetings to align on goals.

Skills

Customer service

Communication

Leadership

Teamwork

Problem solving

Education

High school diploma

Associate/Bachelor degree preferred

Tools

Microsoft Office

Excel

PowerPoint

Job description

Job Summary

The Customer Service Warranty Representative is responsible for scheduling subcontractors, evaluating subcontractor work, and completing construction warranty claims within 7 days for both active and closed-out communities. The role also includes carrying out homeowner orientations and following up with homeowners at designated times.

Essential Duties and Responsibilities

• Warranty Claim Processing – Facilitate construction warranty claims by scheduling, evaluating, and ensuring proper resolution to ensure customer satisfaction
• Complete all warranty claims within 7 days
• Hold subcontractors accountable for their work
• Manage CSI for assigned communities (active and closed-out)
• Continually strive for superior CSI ranking in specific market
• Maintain a CSI of 98% or above
• Deliver a consistent and effective homeowner orientation
• 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
• Conduct quality walks to ensure KB Home standards are met
• Attend weekly team meetings to ensure all goals are met

Education and Experience

• High school degree or equivalent required
• Associate’s or Bachelor’s degree preferred
• Minimum one 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. JD P experience a plus!
• 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
• Action oriented, with the drive to push projects and tasks to successful closure
• Proven ability to be 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 others’ 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)
• Valid driver’s license required
• 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

Benefits

KB Home provides above average compensation packages and earnings potential, full benefits, an outstanding 401(k) matching program, bonus plans, and promotion opportunities.

Equal Opportunity Employer

KB Home is an equal opportunity employer committed to hiring a diverse work team. Diversity is important to KB Home.