Customer Service Warranty Representative

About KB Home

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 don’t just build houses 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 Opportunity

Join KB Home as a Customer Service Warranty Representative and become the key driver in ensuring warranty claims and quality work meet our high customer service standards. In this role, you will manage warranty claims for both active and closed communities, coordinate subcontractor scheduling and evaluations, and conduct homeowner orientations and follow-ups.

Key Responsibilities

• Facilitate construction warranty claims by scheduling subcontractors, evaluating their work, and ensuring proper resolution within 7 days.

• Address customer warranty concerns promptly and effectively, ensuring every customer feels heard.

• Review the quality of subcontractor’s work and hold these entities accountable for meeting deadlines.

• Maintain superior customer satisfaction scores, including a 30-day CSI of 96%+ and an 11-month CSI of 91%+.

• Process all documentation in a timely manner using HB1.

• Participate in community team walkthroughs to ensure 100% complete standards are achieved prior to new home delivery.

• Perform homeowner orientations to explain home features, the Limited Warranty Agreement, and claim processes.

• Schedule and perform post-close visits at designated time intervals (10 days, 30 days, 60 days, 6 months, 11 months, and 18 months).

• Participate in weekly team meetings to review performance and meet community scorecard metrics.

What You Bring

• A high school diploma or equivalent (preferred Associate’s or Bachelor’s degree).

• Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required.

• Ideally, 1-2 years of construction experience with a production homebuilder.

• Strong background in delivering high-quality customer service.

• Ability to handle various personalities and develop professional relationships.

• Remain calm and professional when interacting with difficult personalities.