Job Details

Customer Service Warranty Representative

Join the Customer Service Warranty Representative role at 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 homes where families can make lasting memories. At KB Home, our foundation is our people. We foster genuine relationships with our customers throughout their home‑buying journey, and 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

As a Customer Service Warranty Representative, you will be 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 work and hold 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 before 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 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.
• 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.
• Drive to push projects and tasks toward successful closure while maintaining high‑quality standards.
• Proven ability to seek solutions from the customer's perspective.
• Strong verbal and written skills, capable of conveying complex concepts accurately and persuasively.
• Ability to work within a team setting, inclusive of others' ideas, and a willingness to cooperate.
• Makes quick and accurate decisions based on facts, data, and metrics.
• Proficient in Microsoft applications, including Word, Excel, PowerPoint, and Outlook.

Requirements

• Full‑time schedule with flexibility for overtime when necessary.
• Ability to work the ‘On‑Call rotating schedule' program when needed (respond to emergency calls or other issues during off‑hours).
• Conduct business in a professional and ethical manner toward potential buyers, trade partners, external officials, and coworkers to reinforce goodwill and profitability for the company.
• Must be able to complete all physical requirements of the job with or without a reasonable accommodation.
• Stand or sit for extended periods; move about the work location; walk up and down stairs; observe details at close range and communicate information.
• Transport and move up to 20 lbs as needed (for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio).
• Work in outdoor weather conditions on occasion (for roles in Construction/Customer Service/Land/Sales).
• Valid driver's license required; local travel via automobile within the designated region to KB Home communities.
• Position is field‑based and will manage multiple communities throughout the Division.

Compensation Details and Benefits

KB Home offers a competitive base pay. The expected range for this position is based on experience and is noted below, paid semi‑monthly. Other rewards may include bonuses or role‑specific awards.

Pay Range: USD $65,000.00 – USD $75,000.00 per year.

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.

The KB Home Difference

Join us and become part of a team where innovation, sustainability, and an unwavering commitment to customer satisfaction drive everything we do — and where people truly matter.

As a KB Home Team Member, You'll Experience

• A culture defined by customer obsession and collaboration.
• The satisfaction of helping families achieve their dream of homeownership.
• Opportunities for growth and development within a nationally recognized company.

KB Home is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other basis protected by law.