Customer Support Representative
23andMe - Mountain View, CA

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Do you have a BS in biology, a passion for delivering great customer support, and an interest in learning more about personal genetics? Then this exciting opportunity at 23andMe may be the perfect job for you to learn about our business and interact directly with our customers.

The primary responsibility for this position is to research and resolve incoming customer inquiries, primarily via email but also via instant chat and phone calls.

Key responsibilities of the position include, but are not limited to:

Maintain a high level of confidentiality and ensure compliance with company policies and external regulations.

Assist customers with website navigation, account settings, and product selection.

Follow up on customer inquiries not immediately resolved.

Complete necessary documentation of customer issues.

Attend weekly meetings and ongoing training sessions.

Assist with department projects as needed.

The ideal candidate will have a Bachelor’s degree in biology or related discipline or equivalent undergraduate biology course work; a minimum 5 years’ related customer service experience in a consumer service company-preferred; and an interest in personal genetics!

Genuine passion and commitment to providing superior customer service

Ability to interact with individuals with a wide range of Internet and scientific/genetic experience and understanding

Solid analytical and critical thinking skills.

Must be detail-oriented with the ability to multi task and prioritize workload

Ability to work well with all levels and departments within the organization to understand the specific needs of each and ensure internal policy compliance and assure the best customer service experience

Ability to recognize and understand highly complex situations

Excellent communication, interpersonal and presentation skills (in person, via phone and email) for interactions both within and external to the company. Strong computer skills

Positive, service-oriented attitude

Please include in your cover letter the answers to the following questions:

Name three (3) adjectives people use to describe you

Describe a time when you have dealt with a challenging customer support situation

Tell us why you are interested in 23andMe