Customer Service Specialist (Temporary and Remote)

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication for people with communication impairments. The Customer Service Specialist ensures a world-class experience for customers by addressing inquiries, resolving issues, and collaborating with various teams to enhance customer engagement.

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

Requirements:

• 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/language challenges with empathy and compassion
• Able and eager 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 at getting things done, all with a positive attitude
• Experience offering Tier 1 customer support
• Experience with HubSpot or other CRM
• Fluent proficiency in Spanish