Director of Customer Service
Job Posting for Director of Customer Service at KB Home
About KB Home
KB Home is one of the largest and most recognized homebuilders in the United States and has built over 650,000 quality homes in our more than 60-year history. Today, KB Home operates in 45 markets from coast to coast. What sets KB Home apart is the exceptional personalization we offer our homebuyers from those buying their first home to experienced buyers allowing them to make their home uniquely their own, at a price that fits their budget. As the leader in energy-efficient homebuilding, KB Home was the first builder to make every home it builds ENERGY STAR® certified, a standard of energy performance achieved by fewer than 10% of new homes in America, and has built more ENERGY STAR certified homes than any other builder. An energy-efficient KB home helps lower the cost of ownership and is designed to be healthier, more comfortable and better for the environment than new homes without certification. We build strong, personal relationships with our customers so they have a real partner in the homebuying process. As a result, we have the distinction of being the #1 customer-ranked national homebuilder in third-party buyer satisfaction surveys. Build your career with KB Home.
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 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 CSRs 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.
- Facilitate sales CSI task force and referral task force
Education/Certifications/Licenses
- High school degree or equivalent required
- Associates or Bachelors degree preferred
- 6-8 years of customer service experience in homebuilding or related real estate industry
- 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 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!
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