Home Warranty Claims Specialist — Elevate Customer Care

KB Home; Idaho; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance coverage

Employee wellness program

Life and disability insurance

Retirement savings plan

Paid holidays

Sick time and vacation

Job summary

KB Home is seeking a Customer Service Warranty Representative to manage warranty claims and coordinate subcontractor scheduling across active and closed communities. You will conduct homeowner orientations and follow-ups to ensure a positive homeowner experience.

You will review subcontractor work, maintain high CSI scores, and ensure timely documentation using HB1. The role requires effective communication, teamwork, and a customer-first mindset in a field-based setting.

Qualifications

• 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.

Responsibilities

• Facilitate warranty claims by scheduling subcontractors, evaluating their work, and ensuring resolution within 7 days.
• Address customer warranty concerns promptly and effectively.
• Review the quality of subcontractor’s work and hold these entities accountable for meeting deadlines.
• Maintain superior customer satisfaction scores (30-day CSI 96%+, 11-month CSI 91%+).
• Process all documentation in a timely manner using HB1.
• Participate in community team walkthroughs to ensure 100% completion before 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 intervals (10 days, 30 days, 60 days, 6 months, 11 months, 18 months).
• Participate in weekly team meetings to review performance and scorecard metrics.

Skills

Customer service

Verbal communication

Written communication

Teamwork

Decision making

Problem solving

Calm under pressure

Attention to detail

Time management

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree (preferred)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

KB Home is seeking a Customer Service Warranty Representative to manage warranty claims and coordinate subcontractor scheduling across active and closed communities. You will conduct homeowner orientations and follow-ups to ensure a positive homeowner experience.

You will review subcontractor work, maintain high CSI scores, and ensure timely documentation using HB1. The role requires effective communication, teamwork, and a customer-first mindset in a field-based setting.