Remote
Company Description
Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.
Job Description
About the role: 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.
Responsibilities:
- Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities
- Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships
- 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
- Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team.
- 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 education on Lingraphica's products, services, and trial process while identifying engagement opportunities and appropriately connecting prospective customers with the Intake & Engagement team for consultative follow-up.
Qualifications
Minimum Qualifications:
- Diploma or equivalent combination of education and experience
- 2 years Customer Service experience
- Proficiency with Microsoft Office, VOIP, Zoom
- 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
Preferred Qualifications:
- Experience offering Tier 1 customer support
- Experience with HubSpot or other CRM
- Fluent proficiency in Spanish
