Group Project Liaison

Department:

Groups

Reports to:

Janine Cloud

Job Type:

Full Time (Internal only)

Job ID:

Job Summary:

Job Description:
As a part of the Group Projects and Events Team, your main focus will be to assist Group Project Administrators. You may also help project members understand what tests are available and guide them to resources to assist in understanding their results. You will help place orders, follow up on test progress, solve problems, mediate disputes, enforce privacy policies, and interpret the needs of the groups. Most of your day will be spent with a dynamic team, which includes supporting the main Customer Service team when needed.

Job Functions:

  • Answering phone and email inquiries from Group Project Administrators and group members.
  • Educating customers on available DNA tests.
  • Recommending potential products or services to customer.
  • Processing test orders and payments.
  • Assisting with the main Customer Service line and Big Y line calls as needed.
  • Answering main Customer Service category emails as needed.
  • May involve cross-training and supporting myDNA Customer Service if needed.
  • Supporting events by printing and mailing flyers, door prizes, supplies, etc., or the electronic equivalent.
  • Supporting and attending annual FTDNA admin conference.
  • Assisting in coordinating weekly catered lunch, if it is reinstated.
  • Occasionally traveling since opportunities to work at both local and non-local events may be available.
  • Creating group projects and assisting Group Project Administrators in setting up new projects.
  • Dealing with complex issues under stress, while cooperating with a closely-knit team.
  • Working a flexible schedule that normally includes 8-5 M-F except during conferences or events, when hours may differ.
  • Performing other tasks as assigned or required by management.

Skills:

  • Exceptional customer service and communication skills.
  • Troubleshooting everything from postal service issues to IT glitches.
  • Ability to follow procedures and policies as outlined in training.
  • Critical thinking and time management.
  • Ability to explain complex ideas so they are easily understandable by the average person.
  • Strong working knowledge of the internet.
  • Ability to work with a team to accomplish common goals.
  • Computer proficiency with Microsoft Office Products.
  • Foreign language skills are preferred, but not required.
  • Have a clear understanding of the importance of our support process.
  • A clear understanding our products, tests, tools, and website and ability to clearly explain them.
  • Ability to work remotely without constant supervision.

Requirements:

Education: Preference for BA/BS (or in progress) in a field related to genetic
genealogy, such as Genealogy, Biology, Anthropology, or History. Business
Communications, Social Media Marketing, and other similar programs are also valuable.
Experience: Prior Customer Service Experience within FTDNA is required. Experience
with Adobe products, familiarity with social media for business, and/or experience with event planning is a plus.

If you'd like to apply for this position, please click the Apply Now button below and attach your resume. Cover letter is optional.