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Customer Service Coordinator

KB Home

This is a Full-time position in Phoenix, AZ posted February 16, 2021.

About KB Home

KB Home (NYSE: KBH) is one of the largest and most recognized homebuilders in the United States and has been building quality homes for over 60 years. Today, KB Home operates in 38 markets across eight states, serving a wide array of buyer groups. What sets us apart is giving our customers the ability to personalize their homes from homesites and floor plans to cabinets and countertops, at a price that fits their needs. And as the first builder ever to make every home we build ENERGY STAR® certified, KB Home is able to not only design thoughtful living spaces but ones that lower the cost of homeownership. We also work with our customers every step of the way, building strong personal relationships so they have a real partner in the homebuying process and the experience is as simple and easy as possible. Learn more about how we build homes built on relationships by visiting kbhome.com.

JOB SUMMARY: The Customer Service Coordinator is responsible for maintaining all warranty records, paperwork, and activity. This role will track all warranty claims while conferring with field representatives to ensure 100% customer satisfaction with completion of all warranty work.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Homeowner Contact – Customer Service
    • Receive, evaluate and process initial service requests from homeowners via telephone, mail, facsimile or e-mail.
    • Either schedule appointments with homeowners for inspections/repair work, or submit claims to Service Representatives, who will contact homeowner and schedule inspection/repair work.
    • Schedule appointments with homeowners for inspections and warranty/repair work.
    • Maintain on-going communication with homeowners (verbal and written), handle all incoming inquires, and provide initial troubleshooting of issues.
  • Trade Partners
    • Schedule trade partner appointments and submit work requests to coordinate with homeowner availability, or assist Service Representative with coordination of trade partner scheduling, including all documentation to trades and follow-up calls.
    • Coordinate information flow between Operations (Superintendents-CS Representatives- Managers) and Trade Partners.
    • Provide Order Numbers when Field PO’s are required.
    • Process / Enter purchase orders as needed to assist Service Representatives.
    • Process/code invoices as necessary. Review and answer questions on invoices, payments, and contact information. Research any purchase order back charge discrepancies.
  • Records Processing & Reporting
    • Track and maintain accurate records of all pertinent information in homeowner’s lot file.
    • Monitor and communicate the status of warranty & customer service claims through daily reports to track against division goals.
    • Provide all warranty documentation for 10 day Follow-Up Folders and contact vendors to ensure updated information is provided to homeowners.
    • Develop, track, and maintain current CSI documentation for 30 day and 11 month H2 Insight survey data.
    • Track and input all Follow-Up Touch Points and produce weekly reports.
    • Obtain and process all check requests.
    • Retrieve and distribute architectural plans.
    • Update AS400 with information as received.
    • Copy and distribute documents to the legal department as needed.
  • Administrative
    • Provide administrative support with spreadsheet generation, photocopying, report compilation, archive file management, scheduling meetings, sorting mail, and assist other departments if needed.

EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:

Education/Certifications/Licenses

  • High school degree or equivalent required
  • Associates degree preferred

Experience

  • 2+ years prior administrative office experience required, including strong computer usage
  • Prior homebuilding construction or customer service experience preferred

Knowledge, Skills & Abilities

  • Exceptional organizational capability, including the ability to multi-task
  • 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 8-hour days with flexibility for overtime when necessary
  • Conduct business in a professional and ethical manner to potential buyers, trade partners, 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.