Director of Customer Service

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. Learn more.

JOB SUMMARY: Responsible for implementing the company’s customer service philosophy and programs with the goal of achieving outstanding customer satisfaction. Manage and supervise Customer Service Staff, providing guidance, support and training to ensure that warranty work is completed within company standards. Enhance KB Home brand recognition in marketplace through the extension of “Built of Relationships” philosophy with vendors, internal employees, and homeowners.

Essential Duties And Responsibilities

• Support the division’s CSI by participating in weekly leadership meetings, providing ongoing training to employees ensuring action plans are in place to consistently achieve the highest level of buyer satisfaction. Create buyer touchpoint consistencies with all communications inclusive of survey scripting in support of our organizational goals.
• Oversee warranty execution and capacity for division. Includes managing customer service reps to ensure claims throughput are managed in efficient manner. Ensure buyer touchpoints are executed in compliance with company standards including all post close visits and communication. Track and guide warranty staff with cost management in alignment with division accrual, provide ongoing training, ensure emergency/after-hours procedures are in place and effective. Perform continued evaluations of warranty staff and vendor execution.
• Utilize Customer Service department and metrics to measure overall quality of process and product for the division. Identify opportunities to train internal and external employees and vendors regarding organizational quality standards. Frequently participate in KB Home Community Team Walk (CTW) guiding field staff in achieving goal of 100% complete homes at time of NHO. Implement standards for execution regarding CTW with field staff to obtain consistencies across the company. Common warranty issues are used as a guide to improve organizational quality including cost trends as a metric. Work in conjunction with construction and purchasing in effort to improve cost and quality of delivery.
• Participate as a sponsor in community team meetings guiding teams to higher cohesiveness and execution. Own model home and standing inventory maintenance. Create turnover process for effective transitions when unsold homes are completed. Execution standards are met because Director is present to verify.
  
  

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
• The position is located in the KB Home Seattle division office at 320 120th Avenue NE, Suite 202, Bellevue, WA.
  
  

Compensation And Benefits

• Base Salary: The expected base salary range for this position is $130,000 - 150,000 per year depending on experience, paid semi-monthly
• Bonus: This position is eligible for a year-end bonus
• Benefits include:
• Medical, Dental and Vision
• 401K Plan with Company match (vesting percentage based on years of service)
• Paid Time Off – vacation (10-20 days per calendar year based on years of service), sick leave, bereavement leave (3-5 days), jury duty (up to 5 days), and paid holidays (11 total per year)
• Life Insurance, business travel accident, optional insurance (paid by employee) for disability, supplemental life, AD&D, and critical illness
• Monthly mobile phone stipend
• Optional Flexible Spending Accounts for healthcare and dependent care
  

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!

KB Home and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at KB Home or its affiliates without a valid written agreement in place for recruiting services, such resumes will be deemed the sole property of KB Home and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidate resumes, in the event any such candidate is hired by KB Home or its affiliates as a result of the submittal, without a valid written agreement between the Recruiter and KB Home.