Customer Service Specialist

If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.

Purpose: The Customer Service Specialist (CSS) successfully works with prospects and existing customers by offering a world-class experience throughout all points of contact. This role collaborates cross-functionally with teams across Lingraphica’s business units to improve customer facing channels. The CSS is responsible for addressing non-product inquiries, resolving Tier 1 issues, and properly triaging and escalating customer concerns. Tier 1 issues include basic troubleshooting for all Lingraphica products such as free apps, customer accounts, and devices. This position is responsible for providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

• Maintains knowledge of all product enhancements, website improvements, marketing campaigns, and other developments that may impact frontline volume across all channels 
• Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships 
• Identifies and provides a resolution for Tier 1 product issues Lingraphica customers are experiencing 
• Proactively follows up with customers to ensure their concerns are resolved 
• Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat 
• Reports trends from frontline activities using CRM database 
• Effectively liaises with key departments such as Reimbursement, Funding & Benefits, and Product Support to improve customer-facing processes or services 
• Properly triages opportunities and customer issues  
• Manages frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up 
• Assists with de-escalating customer service matters including but not limited to:  
  • Technical issues with our devices, websites, online therapy platform 
  • Shipping 
• Provides support to other customer service areas such as communication partner training, and technical group 
• Offers general information to prospects and customers about Lingraphica’s technology and how it can benefit them, and when appropriate, escalates these opportunities to Customer Engagement Specialists 
• Maintains an expert knowledge of Lingraphica devices, accessories, web programs, and mobile applications 

Knowledge, Skills & Abilities 

• Curious thinker with a desire to improve existing processes  
• Excellent communication skills (written, verbal and listening) 
• Ability to assist individuals who have aphasia and other speech/language challenges with empathy and compassion 
• Able and eager to deliver a positive customer experience 
• Excellent time management and multi-tasking skills 
• Ability to perform above expectations in a fast-paced and dynamic environment 
• Teamwork, especially as an expert at getting things done, all with a positive attitude 
• Fluent proficiency in Spanish, preferred 

Education & Experience 

• Bachelor’s Degree, preferred, or equivalent combination of education and experience 
• 2 years Customer Service experience required 
• Experience offering Tier 1 customer support, preferred 
• Proficiency with Microsoft Office, VOIP, Zoom, required  
• Experience with HubSpot or other CRM, preferred 

Travel Requirements:

Travel to team and company-wide meetings may be required 2 times per year.  Employees must be fully COVID-19 vaccinated to participate in in-person meetings and events, however an accommodation request for 100% remote work is available.

Work Environment & Physical Demands:

Works remotely from their home and is expected to maintain a safe, productive work environment with secure internet access.  The ability to operate a computer with or without reasonable accommodation is required.    

Accommodations:

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

To learn more about Lingraphica, visit: www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.