Customer Service Specialist
Company Description
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.
Job Description
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
Qualifications
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
Additional Information
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.