Customer Service Warranty Representative

KB Home•Meridian, ID

16d•Onsite

About The Position

The Customer Service Warranty Representative manages warranty claims for active and closed communities, coordinates subcontractor scheduling and evaluations, and conducts homeowner orientations and follow-ups. The role is field-based and manages multiple communities throughout the Division. It requires local travel by automobile to KB Home communities, participation in a rotating on-call schedule when needed, and flexibility for overtime when necessary. The representative works to resolve warranty claims within seven days, maintain customer satisfaction targets, ensure subcontractor work meets quality and timing expectations, and support new-home delivery standards. The role also includes timely documentation in HB1, post-close visits at scheduled intervals, and participation in team meetings and community walkthroughs.

Requirements

High school diploma or equivalent; an Associate’s or Bachelor’s degree is preferred.
At least one year of customer service experience in homebuilding or a related real estate industry, or applicable construction management training.
Strong background in delivering high-quality customer service.
Ability to handle varied personalities and develop professional relationships, remaining calm and professional with difficult personalities.
Ability to drive projects and tasks to successful closure while maintaining high-quality standards.
Ability to seek solutions from the customer’s perspective.
Strong verbal and written communication skills, including the ability to convey complex concepts accurately and persuasively.
Ability to work collaboratively in a team setting, consider others’ ideas, and cooperate.
Ability to make quick and accurate decisions based on facts, data, and metrics.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
Flexibility for overtime when necessary and availability for a rotating on-call schedule when needed.
Valid driver’s license and ability to travel locally by automobile to KB Home communities.
Ability to stand or sit for extended periods, move about the work location, and walk up and down stairs.
Ability to observe details at close range and communicate information clearly.
Ability to transport and move up to 20 pounds.
Ability to complete the physical requirements of the job with or without reasonable accommodation.

Nice To Haves

One to two years of construction experience with a production homebuilder.
Associate’s or Bachelor’s degree.

Responsibilities

Facilitate construction warranty claims by scheduling subcontractors, evaluating their work, and ensuring proper resolution within seven days.
Address customer warranty concerns promptly and effectively.
Review subcontractor work quality and hold subcontractors accountable for meeting deadlines.
Maintain customer satisfaction targets, including a 30-day CSI of 96% or higher and an 11-month CSI of 91% or higher.
Process documentation in a timely manner using HB1.
Participate in community team walkthroughs to help ensure 100% complete standards are achieved before new-home delivery.
Conduct homeowner orientations covering home features, the Limited Warranty Agreement, and claim processes.
Schedule and conduct post-close visits at 10 days, 30 days, 60 days, six months, 11 months, and 18 months.
Participate in weekly team meetings to review performance and meet community scorecard metrics.
Work the rotating on-call schedule when needed to respond to emergency calls or other off-hours issues.
Conduct business professionally and ethically with potential buyers, trade partners, external officials, and coworkers.
Travel locally by automobile to KB Home communities within the designated region.