Customer Experience Associate, Block
$73-87k
Plus earn equity in the company
3 days a week in office (Brooklyn, NY)
Home renovation providers
Open for applications
Home renovation providers
101-200 employees
Open for applications
$73-87k
Plus earn equity in the company
3 days a week in office (Brooklyn, NY)
101-200 employees
Company mission
To give homeowners a better way to improve the spaces they live in, and to give contractors a better way to work.
Role
Who you are
- 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
What the job involves
- 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
- This is a full-time position, with preference given to candidates who can work 3 days per week from our office in Brooklyn, NY
Application process
- 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)
Our take
Home improvement can be expensive, time-consuming and painfully over-complicated. Block Renovation solves this problem with its managed marketplace platform.
When it first launched, Block focused on bathroom renovation. Since then, it has expanded to encompass all areas of home improvement, guiding both homeowners and contractors through the renovation process. This dual focus not only produces better results, but also gives Block a key business advantage over rival platforms.
Block has raised over $94 million in funding, and industry confidence in its platform is riding high. The home improvement industry is worth $400 billion, and demand for platforms such as Block's is rising steadily. As such, the company is likely to see impressive gains over the next five years.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2021
$50m
SERIES C
Jul 2021
$40m
SERIES B
Total funding: $118.4m
Company benefits
- Earn equity in an early stage high-growth company
- 100% subsidized health insurance, dental coverage, vision coverage
- 12 weeks universal fully paid family leave
- PTO and company holidays
- 3 weeks a year where you can work anywhere
- 401k retirement savings plan with matching employer contribution
- Employee discount on renovation services
- Budgeted learning and development stipends
- Working alongside an ambitious, kind, no-drama team
Company values
- Force simplicity
- Problems are our fuel
- Be tenacious and calm
- Save money and time where we should
- Speed is advantage
- Stay humble -- in failure and success
Company HQ
Fulton Ferry District, NY
Articles
Leadership
Koda Wang
(Co-founder)Became Chief Operating Officer of the fast-growing Huffington Post after starting their career as a consultant at Booz & Company. Prior to Block, was Chief Customer Officer at Rent the Runway.
Luke Sherwin
(Co-founder)Prior to Block, they co-founded Casper, a rapidly growing e-commerce mattress company. Also co-founded Consignd, a manufacturing startup.
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