Warranty Claims & Customer Experience Specialist (Field-Based)

Kb-Home; Riverview (FL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

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 across active and closed communities. You will coordinate subcontractor scheduling, evaluate work, and conduct homeowner orientations to explain features and the Limited Warranty.

The role requires strong customer service skills, the ability to work with diverse personalities, and the drive to meet deadlines while maintaining high quality standards.

Qualifications

• Minimum one year of customer service experience in homebuilding or real estate.
• 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.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

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 high customer satisfaction with CSI scores (30-day 96%+, 11-month 91%+).
• Process all documentation in HB1 and coordinate with teams for timely delivery.
• Conduct homeowner orientations to explain features, warranty, and claim processes.
• Schedule and perform post-close visits at set 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

Communication

Microsoft Office

Teamwork

Adaptability

Problem solving

Decision making

Written communication

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

KB Home is seeking a Customer Service Warranty Representative to manage warranty claims across active and closed communities. You will coordinate subcontractor scheduling, evaluate work, and conduct homeowner orientations to explain features and the Limited Warranty.

The role requires strong customer service skills, the ability to work with diverse personalities, and the drive to meet deadlines while maintaining high quality standards.