Customer Service Specialist (Temporary and Remote)

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.