Associate, Customer Experience
July 23
🏢 In-office - Brooklyn
Description
• 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
Requirements
• 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
Benefits
• Earn equity in the company • Subsidized health insurance, including dental and vision coverage • 12 weeks universal fully paid family leave • Competitive PTO and company holidays • 401k retirement savings plan with matching employer contribution • HSA with employer contribution & FSA plans • Employee discount on renovation services • Budgeted learning and development stipends • Working alongside an ambitious, kind, no-drama team
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