Lingraphica\u00a0is a mission-driven organization that provides speech-generating devices to\u00a0help improve communication, speech, and quality of life for people with communication impairments. Lingraphica\u00a0is a leader in augmentative and alternative communication (AAC) technology, helping\u00a0people\u00a0with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services,\u00a0Lingraphica\u00a0is focused on improving communication outcomes and supporting individuals, families, and care teams.\u00a0We\u00a0look for candidates who enjoy\u00a0working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.<\/p>\n
Purpose<\/strong>:\u00a0The\u00a0Customer\u00a0Service\u00a0Specialist\u00a0(CSS)\u00a0successfully works with prospects and existing customers by offering\u00a0a\u00a0world-class experience throughout all points of contact.\u00a0This role\u00a0collaborates\u00a0cross-functionally with teams across\u00a0Lingraphica\u2019s\u00a0business units to improve\u00a0customer-facing\u00a0channels.\u00a0The\u00a0CSS\u00a0is responsible for\u00a0addressing 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\u00a0is responsible for\u00a0providing exceptional customer service\u00a0in a timely manner.\u00a0<\/p>\n Responsibilities:\u00a0<\/strong><\/p>\n Maintains knowledge of all product enhancements, website improvements, marketing campaigns, and other developments that may\u00a0impact\u00a0frontline volume across all\u00a0channels\u00a0<\/p>\n<\/li>\n<\/ul>\n Comfortably interacts\u00a0with prospects and existing customers by providing a superb experience to\u00a0both\u00a0create\u00a0and\u00a0maintain\u00a0relationships\/partnerships\u00a0<\/p>\n<\/li>\n<\/ul>\n Identifies\u00a0and provides a resolution for Tier 1 product issues Lingraphica customers are\u00a0experiencing\u00a0<\/p>\n<\/li>\n<\/ul>\n Proactively follows up with customers to ensure their concerns are\u00a0resolved\u00a0<\/p>\n<\/li>\n<\/ul>\n Communicates\u00a0with potential and existing customers through multiple platforms including inbound calls, outbound calls,\u00a0e-mail\u00a0and online\u00a0chat\u00a0<\/p>\n<\/li>\n<\/ul>\n Monitors and reports customer inquiry trends, recurring issues, and frontline insights using CRM data to support operational improvements and enhance the customer experience.\u00a0<\/p>\n<\/li>\n<\/ul>\n Effectively liaises\u00a0with key\u00a0functions such as\u00a0Reimbursement,\u00a0Funding\u00a0& Benefits, and\u00a0Product\u00a0Support\u00a0to improve customer-facing processes or\u00a0services\u00a0<\/p>\n<\/li>\n<\/ul>\n Recognizes\u00a0opportunities to support customer progression by\u00a0identifying\u00a0potential engagement needs and ensuring\u00a0timely\u00a0handoff to the\u00a0appropriate\u00a0team.\u00a0<\/p>\n<\/li>\n<\/ul>\n Manages\u00a0frontline activities using a ticket system to document issues, opportunities, and \u201ctransfers\u201d to departments for\u00a0follow-up\u00a0<\/p>\n<\/li>\n<\/ul>\n Assists\u00a0with de-escalating customer service matters including but not limited to: <\/p>\n Provides\u00a0support to other customer service areas such as communication partner training, and\u00a0product support teams <\/p>\n<\/li>\n<\/ul>\n Provides education on Lingraphica\u2019s products, services, and trial\u00a0process\u00a0while\u00a0identifying\u00a0engagement opportunities and appropriately connecting prospective customers with the Intake & Engagement team for consultative follow-up.\u00a0<\/p>\n<\/li>\n<\/ul>\n Maintains\u00a0an expert knowledge of Lingraphica devices, accessories, web programs, and mobile\u00a0applications\u00a0<\/p>\n<\/li>\n<\/ul>\n Maintains an understanding of the pre-trial sales journey and collaborates with Intake & Engagement and Trial Onboarding teams to ensure a seamless customer experience across all pre-trial touchpoints.\u00a0<\/p>\n<\/li>\n<\/ul>\n Conduct proactive customer outreach from designated campaign lists to check in on customers\u2019 communication progress, device experience, and support needs, connecting them with\u00a0additional\u00a0services, technical resources, or other\u00a0appropriate next\u00a0steps when applicable.\u00a0<\/p>\n<\/li>\n<\/ul>\n Knowledge, Skills & Abilities\u00a0<\/strong><\/p>\n Education & Experience\u00a0<\/strong><\/p>\n Work Environment & Physical Demands <\/strong><\/p>\n Work is performed remotely from a home office. The individual is expected to\u00a0maintain\u00a0a safe, productive workspace with reliable and secure internet access.\u00a0<\/p>\n This role requires the ability to\u00a0operate\u00a0a computer, communicate verbally, and\u00a0participate\u00a0in virtual meetings with or without reasonable accommodation.\u00a0<\/p>\n Travel <\/strong><\/p>\n Ability and willingness to travel within the U.S. (including airline travel) is\u00a0required\u00a0up to 2 times per year for in-person team and all-company meetings\u00a0<\/p>\n Accommodations <\/strong><\/p>\n At Lingraphica, we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully, an individual must be able to complete each essential duty and physical demand. The requirements listed above represent the knowledge, skills, and abilities\u202frequired, as well as the physical demands associated with the role. We recognize that everyone\u2019s needs are unique, and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job. <\/p>\n If you require\u00a0an accommodation, please reach out to Human Resources\u00a0at\u00a0humanresources@lingraphica.com\u00a0for assistance. We are here to help!\u00a0<\/p>\n Lingraphica and Pay Transparency <\/strong><\/p>\n At Lingraphica, we are committed to fair and equitable compensation practices. 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. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.\u00a0<\/p>\n To learn more about Lingraphica, visit:\u00a0www.lingraphica.com<\/a>!\u00a0To learn more about our benefits offerings,\u00a0click here<\/a>!<\/strong><\/p>\n This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.\u00a0<\/p>\n Este empleador participa en E-Verify y proporcionar\u00e1 al gobierno federal la informaci\u00f3n de su Formulario I-9 para confirmar que usted est\u00e1 autorizado para trabajar en los EE. UU.<\/p>\n","protected":false},"excerpt":{"rendered":" Company Description Lingraphica\u00a0is a mission-driven organization that provides speech-generating devices to\u00a0help improve communication, speech, and quality of life for people with communication impairments. Lingraphica\u00a0is a leader in augmentative and alternative…<\/p>\n","protected":false},"author":1,"featured_media":359167,"template":"","meta":{"_promoted":"","_job_location":"USA","_application":"https:\/\/jobicy.com\/jobs\/150096-customer-service-specialist-4","_company_name":"Lingraphica","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[],"job-types":[16],"job_listing_tag":[205,206,171,207],"class_list":["post-359166","job_listing","type-job_listing","status-publish","has-post-thumbnail","hentry","job_listing_type-full-time","job_listing_tag-client-service","job_listing_tag-customer-help","job_listing_tag-customer-service","job_listing_tag-support-specialist","job-type-full-time"],"yoast_head":"\n\n
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Qualifications<\/h2>\n
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Additional Information<\/h2>\n