Associate, Customer Experience
- 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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