Customer Service Information Specialist

POSITION OVERVIEW

As a valued member of our team, you will play an essential role in helping individuals choose the right DNA tests for genealogical discovery and understand their ancestry-related results. Your responsibilities will include placing orders, tracking test progress, resolving issues, and providing insights to support genealogical result interpretation.

ACCOUNTABILTIES AND RESPONSIBILTIES

• Educate and engage with customers to ensure a positive experience on their genealogical journey.
• Respond to customer inquiries via phone, email, and online chat.
• Offer guidance on the full range of DNA testing options for genealogy available.
• Recommend products and services tailored to meet customers' genealogical research needs.
• Process DNA test orders and manage payment transactions efficiently
• Explain and help interpret test genealogical test results in a clear, meaningful way.
• Assist customers in navigating the website and utilizing its features to the fullest for their family history research.

SKILLS 

• Outstanding customer service and communication abilities
• Ability to follow established procedures and policies with precision
• Typing proficiency with a minimum speed of 35 words per minute
• Strong critical thinking skills and effective time management
• Talent for simplifying complex genealogical and genetic concepts concepts to ensure clarity for non-experts
• Solid understanding of internet tools and functionality
• Proven track record of high performance and a collaborative team mindset
• Proficiency in Microsoft Office and Google Workspace tools
• Consideration given for familiarity with Zoho and/or Dialpad
• Bonus: Knowledge of a foreign language (preferred but not required)

EDUCATION   

• Minimum: Associate's Degree (AAS) or equivalent coursework toward a Bachelor of Arts/Bachelor of Science (BA/BS) degree, preferably with a focus in Anthropology, Biology, History, Jewish Studies, or other social sciences. 
• Preferred: Bachelor of Arts/Bachelor of Science (BA/BS) degree (or in progress) in a related field, such as Biology, Genealogy, Jewish Studies, Anthropology, History, or other Social Science.

COMPENSATION

• Starting Salary: $16.00-$17.00 per hour based on experience. This position offers opportunities for salary increases as you gain expertise, along with the potential for a year-end bonus.

SCHEDULE        

• Employees will work Monday through Friday, with a minimum of one Saturday per month. On weeks without Saturday shift, three out of five days will be expected in the office. 
• 3 week paid training program that combines guided instruction with hands-on experience. It is designed to provide you with a solid foundation in genetic genealogy and equip you to effectively operate our various programs.

*Upon completing training, the ideal candidate will possess the following capabilities: 

• Provide prompt, accurate responses to customer inquiries via phone, email, and online chat, addressing a variety of topics such as product information, order placement, shipping, test progress, IT troubleshooting, credit disputes, refunds, payments, and basic genealogical insights related to DNA testing.
• Understand the importance of our support workflows and consistently follow provided instructions.
• Master the details of our product offerings, genealogical DNA tests, tools, and website to confidently guide customers and provide clear explanations.
• Show empathy in customer interactions and exercise sound judgment in identifying issues that require escalation to a supervisor.
• Follow established procedures and guidelines as outlined during training and other  resources
• Take on additional tasks and responsibilities as assigned by management.