Warranty & Customer Experience Manager

KB Home; Meridian (ID); On-site; USD 90,000 - 130,000; Full time

Job summary

KB Home in Idaho seeks a Customer Service Area Manager to lead CSRs, CS Coordinators, and Assistant CS Managers, ensuring warranty work meets company standards. You will collaborate with the Director of Customer Service or Operations to assign communities and claims and report weekly on claims and warranty concerns.

You will drive customer satisfaction, manage escalations including BBB and legal matters, oversee subcontractor performance, and participate in new buyer orientations and weekly team

Qualifications

• Minimum five years of experience in customer service within homebuilding, real estate, or related field.
• Proven leadership, accountability, and ability to manage multiple priorities.
• Strong verbal and written communication and problem-solving skills.
• Experience handling escalations, negotiations, and customer issues with professionalism.

Responsibilities

• Lead and motivate a team of CSRs, CS Coordinators, and Assistant CS Managers.
• Oversee warranty requests to ensure timely completion.
• Monitor CSI score and approve CS field purchase orders.
• Drive customer satisfaction and follow-up within set timeframes.
• Resolve escalated concerns including BBB complaints and legal matters.
• Manage subcontractor responsiveness and coordinate with Purchasing.
• Lead New Buyer Orientations and CTW activities; conduct weekly team meetings.
• Support product refinement through inspections of homes under construction and delivery.

Skills

Leadership

Customer service

Communication skills

Analytical decision-maker

Microsoft Office

Education

Associate’s or Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

KB Home in Idaho seeks a Customer Service Area Manager to lead CSRs, CS Coordinators, and Assistant CS Managers, ensuring warranty work meets company standards. You will collaborate with the Director of Customer Service or Operations to assign communities and claims and report weekly on claims and warranty concerns.

You will drive customer satisfaction, manage escalations including BBB and legal matters, oversee subcontractor performance, and participate in new buyer orientations and weekly team