Customer Service Coordinator

KB Home • Tempe, AZ

2d • Onsite

About The Position

Are you passionate about delivering exceptional customer service and ensuring satisfaction? As a Customer Service Coordinator, you'll play a crucial role in maintaining warranty records, managing paperwork, and overseeing warranty activities. You'll be the key point of contact for tracking warranty claims and collaborating with field representatives to ensure all warranty work is completed efficiently and to the highest standards.

Requirements

• A high school diploma or equivalent is required; a bachelor’s or associate’s degree is preferred.
• At least 2 years of administrative office experience with strong computer skills.
• Exceptional organizational skills with the ability to multitask effectively.
• Strong interpersonal skills to engage with a variety of personalities and build professional relationships.
• An action-oriented attitude with a drive to complete projects and tasks successfully.
• A customer-centric mindset focused on finding solutions from the customer’s perspective.
• Excellent verbal and written communication skills, capable of simplifying complex concepts clearly and persuasively.
• The ability to work collaboratively in a team setting, welcoming others’ ideas and cooperation.
• Quick and accurate decision-making based on facts, data, or metrics.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Work 8-hour days with flexibility for overtime when necessary.
• Conduct business professionally and ethically with potential buyers, trade partners, and coworkers to support positive relationships and company profitability.
• The ideal candidate must be able 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 ( for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio ).
• Periodically works in outdoor weather conditions ( for roles in Construction/Customer Service/Land/Sales ).
• Maintain a professional and ethical conduct to reinforce company goodwill and profitability.

Nice To Haves

• Previous experience in homebuilding, construction, or customer service is a plus.

Responsibilities

• Receive, evaluate, and process initial service requests from homeowners via telephone, email, mail, facsimile, or live chat.
• Schedule appointments for inspections or repair work, or forward claims to Service Representatives who will connect with homeowners.
• Maintain ongoing verbal and written communication with homeowners, handling inquiries and providing troubleshooting support.
• Coordinate the flow of information between Operations, Customer Service Representatives, Managers, and Trade Partners.
• Process and enter purchase orders, code invoices, answer invoice and payment questions, and resolve purchase order back charge discrepancies.
• Track and maintain accurate records in homeowner files and monitor the status of warranty and customer service claims through daily reports.
• Provide warranty documentation for 10-day Follow-Up Folders and confirm updated information with vendors for homeowners.
• Develop and manage CSI documentation for 30-day and 11-month H2 Insight survey data, and track all Follow-Up Touch Points with weekly reporting.
• Process check requests and offer administrative support including spreadsheet generation, photocopying, report compilation, archive management, meeting scheduling, and mail sorting.

Benefits

• KB Home offers a competitive base pay.
• Other rewards may include bonuses or role-specific awards.
• KB Home provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, sick time and vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees