Client Relations Specialist, Project Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Act as the primary contact for clients throughout each genealogy project.

• Establish rapport through effective, timely, and empathetic communication via email, phone, and video conferences.

• Onboard new clients by discussing their objectives, guiding them through the New Client Checklist, and addressing inquiries regarding the research process.

• Initiate projects by gathering and organizing client materials, such as documents, family trees, and DNA access.

• Collaborate with internal teams to ensure that deliverables are clear, polished, and meet client expectations.

• Evaluate research findings from the client’s perspective and revise reports and updates for clarity, compassion, and professionalism.

• Address concerns and assist clients in navigating unexpected findings with care and sensitivity.

• Support client reorders by identifying ongoing research needs and recommending suitable next steps.

• Track client satisfaction metrics, reorder rates, and internal communication logs using project management tools.

• Proactively detect and resolve issues before they escalate.

• Provide direct client relations and project management instead of behind-the-scenes genealogy research.

⛳️ Requirements

• Warm and professional communication skills via phone, email, and text.

• Capacity to build client trust and create a comfortable atmosphere.

• Empathy and a genuine enjoyment of assisting others.

• Exceptional attention to detail and capability to manage multiple responsibilities and deadlines.

• Comfortable with following and enhancing internal processes.

• Ability to maintain composure under pressure and de-escalate concerns effectively.

• Willingness to learn new tools and navigate various technology platforms.

• Passion for genealogy.

• Proficiency in Microsoft Office suite, especially Word and PowerPoint; experience with OneDrive is a plus.

• Familiarity with Google Docs Editors suite, including Google Docs and Google Sheets.

• Experience with genealogy software; Legacy Tree utilizes RootsMagic.

• A quiet, dedicated workspace is required.

• Reliable computer setup, including at least two monitors and strong internet connectivity.

• A Bachelor’s Degree or equivalent work experience is preferred.

• Personal or professional experience in genealogical research is an advantage.

• Background in customer service, hospitality, or other client-facing roles is beneficial.

• Experience providing support during emotionally sensitive or personally meaningful client journeys is advantageous.

• Ability to work flexible hours between 8am–6pm MT, Monday through Friday.

• Availability to work 25–29 hours per week.

🏝️ Benefits

• Paid holidays and vacation time.

• Ten paid holidays.

• Parental leave.

• Bereavement leave.

• Yearly family history research.

• Training stipend.

• Conference stipend.

• Equipment stipend.

• 401(k) with employer match up to 3%.

• Bonus for every client who reorders.

• Periodic bonuses when the company achieves its goals.

• Flexible working hours.

• Regular Zoom meetings, company chat, and company retreats.

• Paid time for training.

• Paid research of your own family history.