Client Relations Specialist/Project Manager (Remote)
About The Position
Legacy Tree Genealogists is seeking exceptional people for their Project Management team who are able to build and maintain solid trust-centered relationships with clients. This role is the heart of the client experience, focusing on communication, empathy, attention to detail, and process improvement. The ideal candidate is passionate about genealogy and helping others explore their family stories, comfortable with technology and Microsoft Office/Google Docs, and has experience with genealogy software. A quiet, dedicated workspace with at least two monitors and strong internet is required.
Requirements
- Warm and professional communicator via phone, email, and text.
- Skilled at putting clients at ease and building their trust.
- Naturally empathetic and genuinely enjoy helping others.
- Excellent attention to detail, ability to juggle multiple responsibilities gracefully, and excel at staying on top of deadlines.
- Comfortable following and improving internal processes.
- Ability to stay calm under pressure and de-escalate concerns with grace and patience.
- Enjoy learning new tools and systems and comfortable navigating tech platforms.
- Passionate about genealogy and want to help others explore their family stories.
- Comfortable with Microsoft Office suite, particularly Word and PowerPoint (including OneDrive).
- Comfortable with Google Docs Editors suite including Google Docs and Google Sheets.
- Experience with genealogy software (RootsMagic).
- A quiet, dedicated workspace, a reliable computer, at least two monitors, and strong internet access.
Nice To Haves
- Bachelor’s Degree or equivalent work experience.
- Personal or professional genealogical research experience.
- Experience in customer service, hospitality, or another client-facing role.
- Experience supporting emotionally sensitive or personally meaningful client journeys.
Responsibilities
- Act as the main point of contact for clients, guiding them through each stage of their genealogy project.
- Build rapport with clients through clear, timely, and empathetic communication via email, phone, and video meetings.
- Onboard new clients by reviewing their goals, helping them navigate our New Client Checklist, and answering initial questions about the research process.
- Facilitate the smooth setup of each project by collecting and organizing client materials (documents, family trees, DNA access, etc.).
- Collaborate with internal teams to ensure deliverables are clear, polished, and aligned with the client’s expectations.
- Review research results through the client’s lens—editing reports and updates as needed to ensure clarity, compassion, and professionalism.
- Troubleshoot concerns, address questions, and gently guide clients through unexpected findings with care and sensitivity.
- Support client reorders by recognizing their ongoing research needs and suggesting next steps when appropriate.
- Help maintain client satisfaction metrics, reorder rates, and internal communication logs using project management tools.
- Proactively flag and resolve issues before they escalate, leaning on a strong understanding of our internal workflows and values.
Benefits
- Paid time off
- Ten paid holidays
- Parental leave
- Bereavement leave
- Yearly family history training
- Conference stipend
- Equipment stipend
- 401k with up to 3% match
- Paid to research own family history
- Bonus for every client that reorders
- Periodic bonuses when the company meets its goals
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
