Customer Service Manager

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

The customer service area manager will oversee customer service representatives (CSR's), CS Coordinators, and Assistant Customer Service Managers, providing leadership, direction, guidance, support, and training to ensure warranty work is completed in accordance with company standards. Documentation is submitted accurately and timely, and CSR's effectively manage their assigned claim workloads. the Manager will partner with the Director of Customer Service or Operations to assign communities and claims to CSR's and will meet weekly with operations leadership to review claims, warranty concerns, and related issues.

Key Responsibilities

• Manage and motivate a team of Customer Service Representatives, CS Coordinators, and Assistant CS Managers.
• Oversee warranty requests to ensure completion within established timeframes, quality standards, budget requirements, and maintenance of an 11-Month CSI score above 90% YTD. Review and provide first-level approval for Customer Service Field Purchase Orders.
• Drive achievement of the company's customer satisfaction standards and monitor completion of follow-up touchpoints within established timeframes.
• Provide direction and lead resolution of escalated customer concerns, including BBB complaints, Contractor's Board issues, Corporate Customer Complaint investigations, legal matters, and Chapter 40 claims.
• Manage subcontractor responsiveness to warranty repairs, hold vendors accountable to quality standards, and provide feedback to the Purchasing Department.
• Lead team participation in New Buyer Orientations, CTW activities for assigned communities, and weekly team meetings.
• Support product refinement through periodic inspections of homes under construction and homes ready for delivery.

What You Bring

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of five years of experience in customer service within the homebuilding industry, real estate, or a related field, or equivalent construction management training.
• Strong track record of delivering exceptional customer experiences and maintaining a customer-centric approach to resolving issues.
• Demonstrated leadership skills, including motivating and developing team members, driving results, and fostering accountability.
• Proven experience handling conflict resolution, customer escalations, and complex negotiations with professionalism and sound judgment.
• Excellent interpersonal skills with the ability to build strong relationships, work effectively with diverse personalities, and collaborate across teams.
• Action-oriented mindset with a proven ability to manage multiple priorities, drive projects to completion, and achieve business objectives.
• Strong verbal and written communication skills, with the ability to clearly and persuasively communicate complex information.
• Analytical decision-maker who uses facts, data, and metrics to make timely and accurate decisions.
• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, Teams, and Outlook.

Requirements

• Consistent ability to work evenings, weekends and holidays
• Travel required within designated region #LI-onsite
• Conduct business in a professional and ethical manner to potential buyers and external brokers to reinforce goodwill
• Must work 8-hour days (during core business hours) with flexibility for overtime when necessary
• The ideal candidate must be able 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 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 (for roles in Construction/Customer Service/IT/Land/Marketing/Sales/Studio)
• Periodically works in outdoor weather conditions (for roles in Construction/Customer Service/Land/Sales)

Compensation Details and Benefits

KB Home offers a competitive base pay. Other rewards may include bonuses or role-specific awards.

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.

Visit our career site to learn more about working at KB Home and joining our team.

KB Home wants prospective employees to protect themselves from fraudulent activity. Legitimate communication will only come from email addresses ending in @kbhome.com or through our applicant tracking system, iCIMS, using @icims.com or @talent.icims.com domains.

KB Home and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings.


KB Home is an Equal Opportunity Employer