Customer Service Specialist (Temporary and Remote)

About the role

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. 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/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

Preferred Qualifications

• Experience offering Tier 1 customer support
• Experience with HubSpot or other CRM
• Fluent proficiency in Spanish

Work Environment & Physical Demands

Work is performed remotely from a home office. The individual is expected to maintain a safe, productive workspace with reliable and secure internet access. This role requires the ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation.

Pay

The starting salary range for this position is $50,000 to $55,000 per year. A $3,000 bilingual differential is provided when applicable. Placement in the range is based on factors such as experience, skills, education, and internal equity.

Benefits

In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace.