NewsBank, inc Hiring for Customer Service Representative – GenealogyBank at Remote Full Time

GenealogyBank.com, a division of NewsBank, inc., is seeking a talented Customer Service Representative for its consumer call center. Join our team and be a part of one of the most fascinating aspects of family history research. As one of the world’s largest and most comprehensive genealogy resources, our customer service support team plays an important part in helping customers discover, preserve, and share their family history.

GenealogyBank.com features a wealth of exclusive material including the largest U.S. obituary collection available online, U.S. historical newspapers dating as far back as the 1600’s, historical books, pamphlets, military records, government documents and more. At GenealogyBank, we are dedicated to helping people discover those interesting stories and details about their ancestors.

GenealogyBank’s customer service representatives play a critical role in retaining our valued customers through quality support and excellent service.

Overview

• Full-time, Monday – Friday. Shift is 9:30 a.m. to 6:00 p.m., Mountain Time
• Competitive base pay with benefits
• Remote position
• Great environment
• Occasional weekend support required
• Paid training
• Advancement opportunities

Responsibilities

• Communicate with customers via telephone, email, and chat
• Respond to customer inquiries concerning orders, refunds, and products
• Responsible for providing quality technical support to customers
• Troubleshoot, resolve, and document support calls and cases
• Assisting with tracking and trend monitoring
• Attempt to retain customers through value building
• Maintain customer records of related activities and orders
• Maintain basic knowledge of products, pricing, promotions, and procedures
• Contribute ideas on ways to improve products and services

Job Requirements

• Prior experience in a call-center or equivalent experience
• Exceptional and demonstrable strong verbal communication skills (oral, listening)
• Exceptional and demonstrable writing/typing skills with excellent spelling, punctuation, and grammar
• Dedicated, distraction-free, home-based office space and high-speed internet are required
• Knowledge or study of family history/genealogy preferred
• Strong ability to accurately identify and troubleshoot customer questions and concerns
• Ability to provide excellent customer service and technical assistance over the phone, chat, and email.
• Ability to multi-task at a computer while talking to a customer over the phone
• Excellent organizational skills along with the ability to work under pressure of deadlines
• Ability to strategically probe to identify, evaluate, and recommend products and services
• Positive, upbeat attitude
• Excellent attendance and timeliness
• Team mentality balanced by the ability to work independently
• Knowledge of PC operations, Windows-based applications, and internet applications. Zendesk preferred.

Education & Experience

• Minimum 3 years customer service in a call-center environment or related work experience preferred
• High school diploma or equivalent
• Demonstrable typing and writing skills
• Call center phone system experience a plus

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