Associate, Customer Experience

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 (1 page). 

This is a full-time position, with preference given to candidates who can work 3 days per week from our office in Brooklyn, NY. 

Block wants all employees to be supported in their personal and professional development, so we take a comprehensive approach to compensation and benefits. The initial annual salary for this position is expected to range from $73,000 - $87,000. Actual compensation will depend on numerous factors such as: experience, knowledge and skills, qualifications, location, and other job-related factors.

To further support your growth, Block offers the following: 

• 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

Block is proud to be an equal opportunity employer. We celebrate diversity in all its forms, and we encourage our employees to participate as their authentic selves in our work environment. We strive to build better for all, towards a more open, inclusive space. Come as you are.