Customer Solutions Associate - Find A Grave

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.

We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). 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.

We are seeking A Customer Solutions Associate who will be responsible for providing administrative support for the Find a Grave website. We are seeking a customer service oriented individual to provide an amazing experience for our members. Currently full-time positions are available for Monday – Friday shifts, working standard office hours.  

What you'll do...

• Provide general support for members of the Find a Grave site. Support customers with their needs through inbound calls, email, and social media platforms. Consistently builds and maintains a positive relationship with every customer, ensuring there is resolution on every interaction. 

• Develop collaborative working relationships with peers and leaders.

• Provide a variety of administrative and clerical support functions, e.g., responding to email and letter correspondence, returning phone calls, etc. 

• Works with customers to find optimal solutions to inquiries and coordinates with the team manager to provide feedback based on customer interactions. 

• Ability to handle multiple tasks and determine the priority of tasks.

• Ability to recognize errors and bugs. Gather, understand and effectively communicate situations or site malfunctions to those needing to be involved.

• Composes clear, direct, concise, and complete verbal and written communications.

• Quickly acquire knowledge and demonstrate dependability; meet deadlines, adhere to work schedules, and meet productivity standards.

Who you are...

• High school diploma or GED. 

• Strong verbal and written skills. 

• Accurately type 45+ words per minute.  

• Proficiency navigating the Internet and use of a Windows-based PC.

• Experience working in an office or call center environment. 

• Ability to work both independently and as part of a team. 

• The ability to demonstrate professionalism and reliability. Accepts responsibility for own actions and follows through on commitments.

• Adapts well to frequent changes in the work environment.  

• Customer Service oriented with a focus on solving complex issues. 

• Seeks opportunities to improve and promote quality.

Nice to have..

• Bachelor’s Degree or equivalent. 

• Business writing experience and formal education or training. 

• Chat and email experience preferred. 

• Minimum of 1 year working in a customer service-related field preferred. 

Helping people discover their story is at the heart of ours. Ancestry is the largest provider of family history and personal DNA testing, harn