Customer Service Manager

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 home buying journey, while our employees bring passion and purpose to work every day.

Our shared culture of customer obsession drives our mission to make home ownership attainable for all.

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.

• Manage and motivate a team of Customer Service Representatives, CS Coordinators, and Assistant CS Managers.
• Oversee warranty requests to ensure completion within established time frames, 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 time frames.
• 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.

• 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.

• Consistent ability to work evenings, weekends and holidays
• Travel required within designated region #LI-onsite
• Conduct…