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MEMBER SERVICES CUSTOMER SOLUTIONS ASSOCIATE

Ancestry  |  posted over 4 years ago

FullTime | Provo, UT


Description:

The Customer Solutions Associate works in a professional but comfortable business-casual environment.  Associates take inbound phone calls, respond to customer email communications, and offer solutions in a fast-paced and engaging atmosphere.

The customer solutions associate is responsible for several aspects of support:

·        Customer Service: Assist members with account, billing, and login issues, etc.

·        Sales (initial/upgrade/renewal/save: identify customer needs and match products to them

·        Product Support: investigate, identify, troubleshoot and resolve product functionality questions and issues

·        Customer Engagement:  Educate on product features; provide direction and solutions for research; enhance the customer experience while using Ancestry.com and related products

 Key Competencies/Performance Requirements:

·        Consistently builds and maintains a positive relationship with every customer, ensuring the customer’s issue is resolved on every interaction

·        Correctly identifies, verifies and interprets customer account information

·        Clearly, concisely and accurately documents customer interactions

·        Can explain complex or technical concepts using simple language; varies content, style, and form to suit the subject, the purpose, and the needs of diverse audiences

·        Composes clear, direct, concise, complete written communications

·        Demonstrates dependability by following instructions, policies, and procedures; exceeds productivity standards, meets deadlines, and adheres to work schedules

·        Possesses the aptitude to quickly acquire knowledge and apply it

·        Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems

·        Actively solicits feedback to improve performance; seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

 Required Skills:

·        Excellent interpersonal skills and a passionate customer service attitude

·        Strong analytical and troubleshooting skills with precise attention to detail

·        Accurately type 30+ words per minute

·        Proficiency navigating the Internet

·        Previous experience in a customer/product support role is preferred

·        Previous experience with effectively using and supporting software for Windows and Mac preferred

·        Experience in family history/research a plus

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