Customer Service Information Specialist

OUR PURPOSE

Our mission is to build a healthier and more connected world with precision health and genealogy services.

We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

OUR VALUES

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role.

This how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

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.

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.

Upon Number of Openings: 3