Customer Service Specialist (Remote)

Lingraphica; United States; Remote; USD 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Remote work options

Zusammenfassung

Lingraphica, a mission-driven company providing AAC devices and services, seeks a Customer Service Specialist to support prospects and customers across channels. In this remote-friendly role, you will address non-product inquiries, resolve Tier1 issues, and escalate when needed, collaborating with Reimbursement, Funding & Benefits, and Product Support teams to ensure a smooth customer journey.

Ideal candidates will have 2 years of CS experience, strong communication, and empathy for individuals

Qualifikationen

• Diploma preferred or equivalent combination of education and experience.
• 2 years in customer service, required.
• Experience delivering Tier 1 support is a plus.
• Proficiency with Microsoft Office, VOIP, and Zoom required.
• Experience with HubSpot or other CRM preferred.

Aufgaben

• Maintains knowledge of product updates, campaigns, and frontline processes.
• Interacts with prospects and customers to deliver a superb experience.
• Identifies and resolves Tier 1 product issues for Lingraphica customers.
• Follows up with customers to ensure issues are resolved.
• Handles inquiries via calls, email, and online chat.
• Documents issues and handoffs using the ticketing system.
• Coordinates with Reimbursement, Funding & Benefits, and Product Support teams.
• Provides education on Lingraphica products and trial processes.
• Supports pre-trial journey with Intake & Engagement and Trial Onboarding.
• Proactively reaches out from campaign lists to check progress.

Kenntnisse

Communication skills

Empathy

Spanish language

Time management

Multitasking

Teamwork

Adaptability

Ausbildung

Diploma preferred

Education equivalence

Tools

Microsoft Office

VOIP

Zoom

CRM systems (HubSpot)

Jobbeschreibung

Employees can work remotely

Full-time

Company Description

Lingraphicais a mission-driven organization that provides speech-generating devices tohelp improve communication, speech, and quality of life for people with communication impairments. Lingraphicais a leader in augmentative and alternative communication (AAC) technology, helpingpeoplewith aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services,Lingraphicais focused on improving communication outcomes and supporting individuals, families, and care teams.Welook for candidates who enjoyworking in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

Job Description

Purpose:TheCustomerServiceSpecialist(CSS)successfully works with prospects and existing customers by offeringaworld-class experience throughout all points of contact.This rolecollaborates cross-functionally with teams acrossLingraphica’sbusiness units to improvecustomer-facingchannels.TheCSSis responsible foraddressing non-product inquiries, resolving Tier1 issues, and properly triaging and escalating customer concerns. Tier1 issues include basic troubleshooting for all Lingraphica products such as free apps, customer accounts, and devices. This positionis responsible forproviding exceptional customer servicein a timely manner.

Responsibilities

• Maintains knowledge of all product enhancements, website improvements, marketing campaigns, and other developments that mayimpactfrontline volume across allchannels
• Comfortably interactswith prospects and existing customers by providing a superb experience tobothcreateandmaintainrelationships/partnerships
• Identifiesand provides a resolution for Tier1 product issues Lingraphica customers areexperiencing
• Proactively follows up with customers to ensure their concerns areresolved
• Communicateswith potential and existing customers through multiple platforms including inbound calls, outbound calls,e-mailand online chat
• Monitors and reports customer inquiry trends, recurring issues, and frontline insights using CRM data to support operational improvements and enhance the customer experience.
• Effectively liaiseswith keyfunctions such asReimbursement,Funding& Benefits, andProductSupportto improve customer-facing processes orservices
• Recognizesopportunities to support customer progression byidentifyingpotential engagement needs and ensuringtimelyhandoffto theappropriate team.
• Managesfrontline activities using a ticket system to documentissues, opportunities, and “transfers” to departmentsforfollow-up
• Assistswith de‑scalating customer service matters including but not limited to:
  • Technicalissueswith our devices,websites, online therapyplatform
  • Shipping
• Providessupport to other customer service areassuch as communication partner training, andproductsupport teams
• Provides education on Lingraphica's products, services, and trialprocesswhileidentifyingengagement opportunities andappropriatelyconnecting prospective customerswith the Intake & Engagement team for consultative follow-up.
• Maintainsan expert knowledge of Lingraphica devices, accessories, web programs, and mobileapplications
• Maintains an understandingof the pre-trial sales journey and collaborates with Intake & Engagementand Trial Onboarding teams toensure a seamless customer experience across all pre-trial touchpoints.
• Conduct proactive customer outreach from designated campaign lists to check in on customers' communication progress, device experience, and support needs, connecting them withadditionalservices, technical resources,or otherappropriate nextsteps when applicable.

Qualifications

Knowledge, Skills & Abilities

• Curiousthinkerwith a desire to improve existingprocesses
• Excellentcommunication skills (written, verbal and listening)
• Abilitytoassistindividuals who have aphasia and other speech/language challenges with empathy and compassion
• Ableandeagertodeliver a positive customer experience
• Excellent time management and multi-tasking skills
• Abilitytoperform above expectations in afast-pacedanddynamicenvironment
• Teamwork, especiallyas an expert at getting things done, all with apositiveattitude
• FluentproficiencyinSpanish, preferred

Education & Experience

• Diplomapreferred, or equivalent combination of education and experience
• 2yearsCustomerServiceexperience,required
• Experienceoffering Tier1 customer support,preferred
• Proficiencywith Microsoft Office, VOIP,Zoom,required
• Experience with HubSpot or other CRM,preferred