Regional Customer Service/Warranty Manager

About KB Home

KB Home is one of the largest and most recognized homebuilders in the United States and has built over 670,000 quality homes in our 65 plus year history. Today, KB Home operates in 47 markets from coast to coast. At KB Home, people are our foundation. We build strong, personal relationships with our customers to ensure they have a real partner in the homebuying process. Our employees are the heart and soul of our company and are driven by a shared culture of customer obsession guided by our focus on sustainability providing a beneficial impact on the world. When you join KB Home, you become part of a team that is passionate about making the dream of homeownership a reality for families across America. Come be a part of our team! Learn more .

JOB SUMMARY: Responsible for implementing the company's customer service philosophy and programs with the goal of achieving outstanding customer satisfaction. This person will manage and supervise a team of Customer Service Representatives, providing guidance, support and training to ensure that warranty work is completed within company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee divisions CSI by facilitating weekly meetings, providing ongoing training to employees, ensuring action plan in place to overcome upset customers.

• Oversee warranty procedures for the division. Includes managing customer service reps, customer involvement as needed, ensure claims are worked in efficient manner, ensure staff completes post close visits, ensure warranty costs are below accrual, provide ongoing training, ensure emergency procedures are met. Ensure team stays motivated. Conduct periodic reviews of both staff as well as contractors.

• Oversee quality process for division. Includes, ongoing quality training with employees and vendors, ensure all homes have final quality walk, assist Customer Service Representatives in walking finaled homes, facilitate bi-monthly division quality meetings, review common warranty issues and implement plans to improve/correct, review warranty costs for common trends, ensure division follow quality procedures, monitor quality on ongoing basis at all states to ensure quality standards are met. Work alongside construction and purchasing to forecast and eliminate future customer problems.

• Special projects as needed.

EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:

Education/Certifications/Licenses

• High school degree or equivalent required

• Associates or Bachelors degree preferred

Experience

• 6-8 years of customer service experience in homebuilding or related real estate industry

Knowledge, Skills & Abilities

• Strong experience in delivering high quality customer service programs. JD P experience a plus!

• Demonstrated leadership capabilities including motivating teams, employee development, and being results oriented

• Strong people skills, including the capability to handle various personalities and develop professional relationships

• Action oriented, with the drive to push projects and tasks to successful closure

• Proven ability of being customer centric by seeking solutions from the customer's perspective

• Strong verbal & written communication, with the ability to take complex concepts and communicate accurately and persuasively

• Strong ability to work within a team-setting, inclusive of other's ideas, and a willingness to cooperate

• Makes quick and accurate decisions based heavily on facts, data and/or metrics

• Proficient in Microsoft applications, including Word, Excel, Powerpoint and Outlook.

Work Requirements

• Work full-time schedule with flexibility for overtime when necessary

• Local travel required within designated region

• Conduct business in a professional and ethical manner to potential buyers, trade partners, external officials, and coworkers to reinforce goodwill and profitability for the company

Find out why KB Home is attracting and retaining the best employees! If you are interested and qualified, please apply now. KB Home provides above average compensation packages and earnings potential, full benefits, an outstanding 401K matching program, bonus plans and amazing promotional opportunities. KB Home is an equal opportunity employer committed to hiring a diverse work team. Diversity is important to KB Home!

This position is being recruited by ManpowerGroup Talent Solutions RPO, on behalf of KB Home. Qualified candidates are encouraged to apply.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.