Customer Service Specialist

Company Description

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 Description

Purpose: 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 designated campaign lists to check in on customers' communication progress, device experience, and support needs, connecting them with additional services, technical resources, or other appropriate next steps when applicable. 

Qualifications

Knowledge, Skills & Abilities 

• 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 fastpaced and dynamic environment 
• Teamwork, especially as an expert at getting things done, all with a positive attitude 
• Fluent proficiency in Spanish, preferred 

Education & Experience 

• Bachelor’s Degree, preferred, or equivalent combination of education and experience 
• 2 years Customer Service experience, required 
• Experience offering Tier 1 customer support, preferred 
• Proficiency with Microsoft Office, VOIP, Zoom, required
• Experience with HubSpot or other CRM, preferred 

Additional Information

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. 

Travel

Ability and willingness to travel within the U.S. (including airline travel) is required up to 2 times per year for in-person team and all-company meetings 

Accommodations

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 required, as well as the physical demands associated with the role. We recognize that everyone’s needs are unique, and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job.

If you require an accommodation, please reach out to Human Resources at humanresources@lingraphica.com for assistance. We are here to help! 

Lingraphica and Pay Transparency

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. 

To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here!

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. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.