Customer Service Specialist

About Lingraphica

Lingraphica is dedicated to enhancing communication and quality of life for individuals with speech and language impairments by providing advanced speech-generating devices and AAC technology. The company supports people with aphasia and related conditions through innovative devices, software, and services, striving to improve communication outcomes and assist individuals, their families, and care teams.

Role Overview

The Customer Service Specialist plays a key role in delivering exceptional customer experiences to both prospective and existing clients across various communication platforms. This position handles Tier 1 technical issues including basic troubleshooting for Lingraphica’s products, free applications, customer accounts, and devices, while collaborating with multiple departments to ensure smooth operational flow and enhanced customer satisfaction.

Key Responsibilities

• Stay up-to-date with product updates, website changes, marketing initiatives, and other developments impacting customer interactions.
• Engage confidently with customers and prospects to build and maintain positive relationships.
• Diagnose and resolve Tier 1 product issues, ensuring timely and effective solutions.
• Follow up proactively with customers to confirm resolution of their concerns.
• Communicate via inbound/outbound phone calls, email, and online chat to provide assistance.
• Track and analyze customer inquiry trends and issues using CRM data to inform service improvements.
• Collaborate with departments like Reimbursement, Funding & Benefits, and Product Support to refine customer service processes.
• Identify and facilitate customer progression by connecting customers with appropriate internal teams.
• Use ticketing systems to document and manage frontline customer service activities.
• Handle conflict resolution and de-escalate customer complaints related to technical issues, shipping, and other areas.
• Support other customer service functions, including communication partner training and product assistance.
• Educate customers about Lingraphica’s products, services, and trial processes; refer prospects to the Intake & Engagement team for further consultation.
• Maintain expert knowledge of all Lingraphica devices, accessories, web applications, and mobile apps.
• Understand the pre-trial sales process and work closely with relevant teams to provide a seamless customer journey.
• Conduct outreach to customers from designated campaigns to assess device experience, communication progress, and additional support needs, linking customers with relevant services as necessary.

Qualifications

• Strong curiosity and commitment to process improvement.
• Excellent communication skills including verbal, written, and active listening abilities.
• Compassionate and empathetic approach when assisting individuals with aphasia or other speech and language challenges.
• Motivated to deliver positive customer experiences consistently.
• Effective time management and ability to multitask in a fast-moving environment.
• Positive attitude with strong teamwork skills.
• Spanish language proficiency is preferred.
• Bachelor’s degree preferred or an equivalent combination of education and experience.
• Minimum of two years of customer service experience required.
• Experience with Tier 1 support preferred.
• Familiarity with Microsoft Office, VOIP, and Zoom is required.
• Experience with HubSpot or other CRM platforms preferred.

Work Environment and Additional Details

This is a full-time remote position requiring a safe and efficient home office setup with dependable and secure internet access. The role entails computer operation and participation in virtual meetings with or without accommodations. Occasional travel within the U.S., up to twice yearly for company meetings, is required.

Lingraphica emphasizes inclusivity and provides reasonable accommodations to enable employees with disabilities to perform essential duties.

Compensation and Benefits

The starting salary range for this role is $50,000 to $55,000 annually, with an additional $3,000 bilingual differential when eligible. Compensation placement considers experience, skills, education, and internal equity. Apart from a competitive salary, Lingraphica offers a comprehensive benefits package and prioritizes an inclusive and supportive workplace culture.

Compliance

Lingraphica participates in E-Verify to confirm employment eligibility in the U.S.