Customer Service Specialist (Temporary and Remote)

Company Description

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

Job Description

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.

Qualifications

Minimum Qualifications:

• Bachelor's Degree or equivalent combination of education and experience
• 2 years Customer Service experience
• Proficiency with Microsoft Office, VOIP, Zoom
• 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/lan