Assistant Customer Service Representative

About the role

KB Home is one of America’s largest and most trusted homebuilders, with nearly 700,000 quality homes built over our more than 65-year history. Operating across 21 divisions in 9 states, we create places where families can make a lifetime of memories. At KB Home, our foundation is our people. We foster genuine relationships with our customers throughout their homebuying journey, while our employees bring passion and purpose to work every day. Our shared culture of customer obsession drives our mission to make homeownership attainable for all.

The Assistant Customer Service Representative is responsible for assisting Customer Service Representatives with scheduling subcontractors, evaluating subcontractor work, and completing warranty claims within 7 days for both active and closed-out communities. They will also carry out homeowner orientations and follow up with homeowners at designated times, and supervise larger jobs to ensure contractors meet quality standards and schedules.

This is a temporary position offering full benefits, with the anticipated duration through December 31, 2026.

Responsibilities

• Warranty Claim Processing
  • Assist Customer Service Representatives with scheduling, evaluating, and resolving warranty claims to ensure customer satisfaction.
  • Complete 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.
  • Strive for superior CSI rankings within the market and maintain a CSI score of 98% or above.
• Homeowner Communication
  • Deliver homeowner orientations to ensure a positive transition into new homes.
  • Explain KB Home’s Limited Warranty program to homeowners.
  • Assist Customer Service Representatives with scheduling and completing post-close visits at 10 days, 30 days, 6 months, 11 months, and 18 months.
• Quality Assurance & Team Participation
  • 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.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Bilingual skills preferred.
• Minimum 1 year of customer service experience in homebuilding, real estate, or a related industry, or applicable construction management training.
• 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.
• 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 the 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.
• Ability to work in outdoor weather conditions periodically.
• 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).
• This position is located in the field at a community within the division. Location is to be determined.