AAC Customer Experience Specialist

Lingraphica; United States; Remote; USD 35,000 - 52,000; Full time

Job summary

Lingraphica is seeking a Customer Service Specialist to deliver world-class experiences across all client touchpoints. You will handle inquiries, troubleshoot Tier 1 issues, and triage concerns with empathy and clarity, across calls, email, and chat.

Join a mission-driven company focused on AAC technology, where collaboration with cross-functional teams helps improve access to devices, apps, and services for people with aphasia and other communication needs.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2 years of customer service experience.
• Proficiency with Microsoft Office, VOIP, and Zoom.
• Strong written and verbal communication skills.
• Ability to assist individuals with aphasia and other speech-language needs.

Responsibilities

• Maintain awareness of relevant company updates, products, and processes needed to perform assigned responsibilities.
• Interact with prospects and customers to provide 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.

Skills

Customer Service Experience

Excellent Communication

Curious Mindset

Empathy for Aphasia

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

VOIP

Zoom

Job description

Lingraphica is seeking a Customer Service Specialist to deliver world-class experiences across all client touchpoints. You will handle inquiries, troubleshoot Tier 1 issues, and triage concerns with empathy and clarity, across calls, email, and chat.

Join a mission-driven company focused on AAC technology, where collaboration with cross-functional teams helps improve access to devices, apps, and services for people with aphasia and other communication needs.