Associate, Customer Experience

2 months ago

New York, United States Block Renovation Full time
About Block

Block is a renovation platform transforming the $450 billion renovation industry. Our mission is to enable millions of homeowners to create spaces they love and thousands of contractors to build thriving businesses. We're well on our way, serving customers from coast to coast with our technology platform and contractor network.

About the Role

Block is seeking a Customer Experience Associate dedicated to elevating the renovation experience for homeowners - our customers - and their general contractors. This role will provide crucial support throughout home renovation projects, responding to homeowner inquiries, and proactively engaging with active projects to empower collaboration between homeowners and contractors, ensuring high customer satisfaction. The ideal candidate will leverage their outstanding communication and customer service skills to provide consistently delightful and helpful experiences.
  • Respond to all incoming customer inquiries via email, answer questions clearly and completely, and follow through to issue resolution, including customer phone calls and collaboration with cross-functional teams as needed
  • Serve as a trusted advisor and welcoming face of the company to our customers, providing an experience consistent with high-touch hospitality
  • Oversee Block's workmanship warranty claims process
  • Uphold Block's proprietary project protections via change order review and escalation support
  • Communicate effectively with homeowners and contractors to resolve in-construction disputes
  • Gather feedback from homeowners and contractors in order to better understand and improve their experience with Block
What you'll need:
  • 2-4 years of experience in hospitality, customer-facing project management, or customer service in an environment with high-value goods or services
  • Experience in the construction industry or a related field is a plus, but not required
  • Strong communication and relationship development skills, with both internal and external stakeholders
  • Tenacity for solving problems and getting things done
  • Active listening skills and ability to de-escalate difficult situations
  • Attention to detail and a systematic approach to completing tasks
  • Desire to learn quickly and tackle new challenges every day
  • Keen ability to balance priorities to optimize outcomes for homeowners, contractors, and Block
A cover letter is required to apply. Please briefly share how your previous work experience will help you be successful in this role (

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