Assistant Customer Service Representative

KB Home•Katy, TX

16d•Onsite

About The Position

The Assistant Customer Service Representative is responsible for assisting Customer Service Representative with scheduling subcontractors, evaluating the subcontractor’s work and completing warranty claims within 7 days for both active and closed out communities. In addition, the Assistant Customer Service Representative will carry out homeowner orientations and follow-up with homeowners periodically at designated times. They will also be required to supervise larger jobs to ensure contractors complete the job to our quality standards and on schedule. This is a temporary position offering full benefits, with the anticipated duration through December 31, 2026.

Requirements

High school diploma or equivalent required
Minimum 1 year of customer service experience in homebuilding, real estate, or a related industry, or applicable construction management training.
Ability to complete all physical requirements of the job with or without a reasonable accommodation.
Ability to stand or sit for extended periods
Ability to move about work location
Ability to drive/travel as needed
Ability to walk up and down stairs
Ability to observe details at close range and communicate information so others will understand
Ability to transport and move up to 20 lbs and move as needed
Periodically works in outdoor weather conditions
Work 8-hour days with flexibility for overtime when necessary
Conduct business in a professional and ethical manner to potential buyers, trade partners, and coworkers to reinforce goodwill and profitability for the company
Ability to work the “On-Call” program when needed (respond to emergency calls or other issues during off-hours)

Nice To Haves

Associate’s or Bachelor’s degree preferred.
Bilingual skills preferred.
1 to 2 years of construction experience with a production homebuilder preferred.
Prior experience with mold remediation processes preferred.
Experience delivering high-quality customer service programs
Strong interpersonal skills with the ability to build professional relationships and work effectively with a variety of personalities.
Action-oriented with a demonstrated ability to drive projects and tasks through completion.
Customer-focused mindset with a proven ability to identify and implement solutions from the customer's perspective.
Excellent verbal and written communication skills, including the ability to communicate complex information clearly and persuasively.
Strong collaboration and teamwork skills with a willingness to support others and incorporate diverse ideas.
Ability to make timely and accurate decisions using data, facts, and metrics.
Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist Customer Service Representative with scheduling, evaluating, and resolving warranty claims to ensure customer satisfaction.
Assist Customer Service Representative with completing warranty claims within 7 days.
Hold subcontractors accountable for workmanship and completion of warranty-related repairs.
Manage CSI for assigned communities, including active and closed-out communities.
Continually strive for superior CSI rankings within the market.
Maintain a CSI score of 98% or above.
Deliver homeowner orientations to ensure a positive transition into the new home.
Explain KB Home's Limited Warranty program to homeowners.
Assist Customer Service Representative with scheduling and completing post-close visits at 10 days, 30 days, 6 months, 11 months, and 18 months.
Conduct quality walks on each home to ensure KB Home standards are met.
Attend and participate in weekly team meetings to support achievement of team goals.
Maintain professional communication with homeowners, subcontractors, and internal teams throughout the warranty process.