Senior Customer Experience & Warranty Manager

Kb-Home; Meridian (ID); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Wellness program

Life and disability insurance

Retirement savings plan

Paid holidays

Sick time

Vacation

Job summary

KB Home is seeking a Customer Service Area Manager to lead CSR teams, coordinate warranty processes, and ensure timely resolution of issues across communities. You’ll collaborate with leadership to assign claims, review performance, and drive customer-centric service.

The role requires strong leadership, clear communication, and a track record of managing multiple priorities while upholding high standards of quality and ethics across operations.

Qualifications

• Five years of experience in customer service within homebuilding, real estate, or related field
• Demonstrated leadership and accountability in team environments
• Ability to resolve escalations professionally and negotiate complex issues
• Strong interpersonal skills and collaboration across teams
• Excellent verbal and written communication skills
• Analytical use of data and metrics to drive decisions
• Proficiency with Microsoft Office applications

Responsibilities

• Lead and motivate a team of CSR staff and coordinators
• Oversee warranty requests and ensure timely, quality completion
• Maintain CSI score targets and manage purchase orders
• Drive customer satisfaction and post-visit follow-ups
• Resolve escalated customer concerns including BBB and legal issues
• Manage subcontractor performance and feedback to Purchasing
• Lead team participation in trainings and community events
• Support product refinement through inspections of homes under construction

Skills

Leadership

Customer service

Communication

Analytical decision making

Conflict resolution

Multi-priority management

Microsoft Office

Team development

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Teams

Outlook

Job description

KB Home is seeking a Customer Service Area Manager to lead CSR teams, coordinate warranty processes, and ensure timely resolution of issues across communities. You’ll collaborate with leadership to assign claims, review performance, and drive customer-centric service.

The role requires strong leadership, clear communication, and a track record of managing multiple priorities while upholding high standards of quality and ethics across operations.