Customer Service Information Specialist

Gene by Gene • Houston, TX

67d

About The Position

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.

Requirements

• 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
• 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.
• 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.

Nice To Haves

• Consideration given for familiarity with Zoho and/or Dialpad
• Bonus: Knowledge of a foreign language (preferred but not required)
• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees