Associate, Customer Experience
Block Renovation
Date: 12 hours ago
City: Brooklyn, NY
Contract type: 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 an Associate to join our Customer Success team, dedicated to elevating the renovation experience for homeowners and contractors. This role will provide crucial support throughout renovation projects, responding to support requests and proactively engaging with our users to ensure high customer satisfaction. Block aims to empower homeowners and contractors to collaborate easily and effectively. The ideal candidate will leverage their outstanding communication and customer service skills to provide consistently delightful and helpful experiences.
What you'll do:
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 an Associate to join our Customer Success team, dedicated to elevating the renovation experience for homeowners and contractors. This role will provide crucial support throughout renovation projects, responding to support requests and proactively engaging with our users to ensure high customer satisfaction. Block aims to empower homeowners and contractors to collaborate easily and effectively. The ideal candidate will leverage their outstanding communication and customer service skills to provide consistently delightful and helpful experiences.
What you'll do:
- Respond to all incoming homeowner support inquiries and manage cross-functional requests
- Oversee Block's workmanship warranty claims process
- Uphold Block's proprietary project protections via change order review and escalation support
- Gather feedback from homeowners and contractors in order to better understand and improve upon the user experience
- Communicate effectively with homeowners and contractors to resolve in-construction disputes
- Collaborate across internal teams to share insights on the homeowner journey
- Professional experience in customer service, project management, or operations management
- Tenacity for solving problems and getting things done
- Active listening skills and ability to de-escalate difficult customer and contractor situations
- Attention to detail and a systematic approach to completing tasks
- Excellent communication and relationship development skills, both internally and externally
- Desire to learn quickly and tackle new challenges every day
- Keen ability to balance priorities to optimize outcomes for clients, contractors, and Block
- Experience in the construction industry or a related field is a plus, but not required
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