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Ancestry Hiring for Customer Solutions Associate at Remote Full Time
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. With more than 30+ billion digitized global historical records, 125+ million family trees, and 22+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives.
We are committed to our location flexible work approach, allowing you to work from where you want — in an office or from home or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that’s inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.
Ancestry needs passionate Customer Solutions Associate to join our Member Services Team. If you are customer obsessed and you want to work with a company that can change people’s lives, we want you to join us on this mission!
Member Services:
Ancestry’s Member Services team provides technical support to guide our members through their journey and advise them on how to use our service. Our team are from diverse fields, nationalities, and backgrounds but what we have in common is an enthusiasm for our product, a passion for customer service and a can-do attitude to the role as it evolves. We achieve our goals together, through teamwork and smart execution. We are looking for people with curious minds who will bring excitement to match our innovative product!
About The Role:
As a Customer Solutions Associate (CSA), you will report to the Team Manager. You’ll work in a call-center environment where you’ll be challenged daily and hear fascinating stories from our members. This is a busy role that is constantly changing with our member’s needs. You will be supporting our members Monday- Friday from 8am until 9pm, with several set shifts throughout the day.
What You Will Do:
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Support our Members through Live Chat, Email and phone channels providing relevant support and advice on their subscriptions and accounts
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You will achieve and maintain targets against customer service, sales and retention, efficiency, Quality Assurance, and issue resolution targets
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You will build a positive experience with our customers whilst navigating multiple software applications and technologies simultaneously
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You will keep up to date with business and product information and use this knowledge to solve problems for customers
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You will provide a tailored interaction to the member adding value to every contact, keeping the member engaged with our products and platform
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As a Member Services CSA, you will represent Ancestry as the face of our company
Who You Are:
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You have passion for customer service
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You enjoy meeting challenges and targets with enthusiasm and positivity
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You’re a problem solver
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You have an ability to effectively recommend our products to potential customers
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You have excellent written and verbal communication skills
As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity. We are pleased to share the base wage for this position: $15/hour. The actual salary will vary by geographic region and job experience. We will share detailed compensation data for a specific location during the recruiting process. Read more about our benefits HERE.
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.
