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 DescriptionPurpose: 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 knowledge of all product enhancements, website improvements, marketing campaigns, and other developments that may impact frontline volume across all channels
Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships
Identifies and provides a resolution for Tier 1 product issues Lingraphica customers are experiencing
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
Monitors and reports customer inquiry trends, recurring issues, and frontline insights using CRM data to support operational improvements and enhance the customer experience.
Effectively liaises with key functions such as Reimbursement, Funding & Benefits, and Product Support to improve customer-facing processes or services
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 support to other customer service areas such as communication partner training, and product support teams
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.
Maintains an expert knowledge of Lingraphica devices, accessories, web programs, and mobile applications
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.
Conduct proactive customer outreach from d