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Customer Solutions Research Associate

Company: Ancestry
Location: Lehi
Posted on: November 22, 2021

Job Description:

About Ancestry:

When you join Ancestry, you join a human-centered company where every person's story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.

With more than 30+ billion digitized global historical records, 100+ million family trees, and 20+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives. Passionate about dedicating your work to enriching people's lives? You belong at Ancestry.

A Senior Customer Solutions Associate provides support to other team members, including handling escalations, correctly addressing and processing member requests through our tools, and providing an amazing experience for our members. You will report directly to our Customer Solutions Supervisor in Member Services. A full-time position is available for Monday - Friday shifts, working standard office hours.

What You Will Do:

  • You will provide written and verbal responses to complex customer complaints which have escalated, and will processes high-level administrative tasks on site.
  • You will develop collaborative working relationships with associates, peers, leaders, and external partners including the Legal, Privacy, PR, Media Relationship and Information Security teams.
  • You will reproduce errors and recognize bugs. You will gather information on and communicate these situations to those needing to be involved.
  • You will troubleshoot your own errors, and will have an open approach in finding resolutions that best fits the situation. You will be recognized by peers as a problem-solving resource.
  • You will seek new ways to improve the customer experience and ensure that we provide outstanding member support.
  • You will be a model for others. You will balance tasks on the team to ensure productivity and effective time management.
  • You will be an essential contributor in team collaboration. You will share knowledge and successful practices with associates, peers, and management. You will also help with training efforts.
  • You will quickly acquire knowledge, meet deadlines, follow work schedules, and meet productivity standards.

    Who You Are:
    • Bachelor's Degree or equivalent.
    • Excellent verbal and written skills.
    • Type 45+ words per minute.
    • You have computer and research experience, and are proficient in navigating the internet and use of a Windows-based PC or Apple MacBook.
    • You can analyze information from multiple platforms.
    • You have experience working in an office or call center environment.
    • You are accustomed to independent work and working in a team environment
    • You have business writing experience
    • You are professional and accept responsibility for own actions and following through on commitments.
    • You maneuver frequent changes in the work environment well.
    • You are customer service oriented with a focus on solving complex issues.
    • You seek opportunities to improve and promote quality.

      #LI-SW1

      Additional Information:

      Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

      All job offers are contingent on a background check screen that complies with applicable law. For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.

      Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.

Keywords: Ancestry, Lehi , Customer Solutions Research Associate, Other , Lehi, Utah

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