Client Engagement Coordinator

Lingraphica; Princeton (NJ); Remote; USD 59,000 - 61,000; Full time

Job summary

Lingraphica seeks a Client Engagement Coordinator to be the main contact for customers during AAC device trials. This role involves educating users and ensuring positive experiences by guiding clients through the sales process and achieving intake goals. Ideal candidates will possess excellent communication skills, problem-solving abilities, and relevant educational backgrounds within the communication sciences field.

Benefits

Paid Time Off

401(k) Retirement Plan

Medical/Dental/Vision benefits

Paid Family Leave

Annual bonus program

Discounts on travel and insurance

Qualifications

• 2 years of B2C or B2B customer service experience required.
• Bilingual English/Spanish preferred.

Responsibilities

• Guide clients during the AAC device trial process.
• Conduct engagement conversations through calls and online platforms.
• Provide device demonstrations and ensure client understanding.

Skills

Excellent communication skills

Problem-solving

Time management

Customer engagement

Empathy

Education

Bachelor's Degree in Communication Sciences and Disorders

AAC Experience

Tools

HubSpot

Microsoft Office

online chat tools

Job description

Job Description

Purpose: The Client Engagement Coordinator will serve as the primary point of contact for customers during the pre-trial phase of the Lingraphica At-Home AAC device trial. This individual is a key player in educating caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings. CEC efforts will lead to AAC device intake submissions for all existing sales channels and ensure monthly intake goals are met or exceeded. The Client Engagement Coordinator will also be responsible for guiding clients and their support persons through the beginning stages of the consumer-sales process and ensuring a positive customer experience.

**Essential Duties & Responsibilities: **

• Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs
• Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, and online chat
• Provide engaging and comprehensive AAC device demos to consumers
• Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values
• Demonstrate the ability to adapt and think critically beyond established scripts, leveraging a deep understanding of our products and their applications across various communication disorders. Exhibit creativity and flexibility in tailoring interactions to meet the unique needs of each customer.
• Contribute to weekly projected consumer intake goal through engagement activities
• Complete trial coordination calls with clients
• Screen new clients for At–Home Device Trial appropriateness
• Ensure clients have a complete understanding of the consumer trial process
• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.)
• Follow up with patient/care-partner to get missing information, as needed
• Schedule/reschedule initial training sessions with Clinical Technology Consultants and Technology and Training Specialists
• Ensure documentation of all customer interactions within the company CRM
• Utilize HubSpot reports to monitor data trends and provide process and communication recommendations based on the data
• Report weekly metrics that support individual and team goals

Qualifications:
Qualifications

_ **Knowledge, Skills & Abilities **_

• Ability to effectively engage customers by offering personalized solutions
• Superior product category knowledge
• Curious thinker with a desire to improve existing processes
• Excellent communication skills (written, verbal and listening)
• Compassionate / Empathetic
• Able 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 in getting things done, all with a positive attitude
• Problem-solve to remove any potential obstacles before and during the consumer trial process

**Education & Experience **

• Bachelor's Degree in Communication Sciences and Disorders or a related field (preferred), or equivalent combination of education & experience
• AAC Experience, strongly preferred
• 2 years of B2C or B2B customer service experience
• Proficiency with Microsoft Office and online chat tools
• Experience with HubSpot or other CRM platforms (preferred)
• Experience in sales and marketing, healthcare industry, or durable medical equipment (preferred)
• Bilingual English/Spanish (preferred)

Additional Information

**Work Environment & Physical Demands **

The Client Engagement Coordinator 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.

Travel

Travel is required for the annual company meeting and team off-site, within the continental United States, approximately twice per year.

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 abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lingraphica and Pay Transparency

At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary for this position is $59,400 to $61,000 per year. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.

• Paid Time Off (sick, personal, and vacation)
• Paid Company Holidays
• 401(k) Retirement Plan and Contribution
• Medical/Dental/Vision benefits with FSA, HSA, & Dependent care options
• Employer Paid Life Insurance
• Voluntary benefits such as Short- and Long-Term Disability, Critical Illness, Hospital Indemnity and AD & D insurance
• Stipends for health and wellness, home office setup and professional development
• Paid Family Leave
• Annual bonus program
• Annual merit increases
• Year-Round Flex Friday’s
• Discounts on travel, entertainment, home/pet/car insurance

To learn more about Lingraphica, visit:www.lingraphica.com! To learn more about our benefits offerings, click here!

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.