Customer Service Specialist

🕒 August 4

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $50k - $55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Lingraphica

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

Lingraphica is a company that provides advanced augmentative and alternative communication (AAC) devices and applications designed to help individuals with communication challenges. Their products include devices like TouchTalk, TouchTalk Plus, and MiniTalk, which facilitate communication and speech improvement. Lingraphica also offers therapy apps for conditions like aphasia and other communication impairments, providing resources like educational webinars and clinical guides. With extensive insurance coverage, they ensure accessibility and support for users and caregivers to try and utilize their devices effectively. The company aims to empower users to improve their quality of life through enhanced communication abilities.

📋 Description

• Work with prospects and existing customers to provide a world-class experience across all points of contact • Collaborate cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels • Address non-product inquiries, resolve Tier 1 issues, and triage and escalate customer concerns • Provide basic troubleshooting for Lingraphica free apps, customer accounts, and devices • Follow up proactively with customers to ensure concerns are resolved • Communicate through inbound and outbound calls, email, and online chat • Identify customer engagement needs and hand off prospects to the appropriate team • Manage frontline activities in a ticket system, documenting issues, opportunities, and departmental transfers • De-escalate customer service matters involving device, website, online therapy platform, and shipping issues • Educate customers on Lingraphica products, services, and trial process • Identify engagement opportunities and connect prospective customers with the Intake & Engagement team

🎯 Requirements

• Bachelor’s Degree or equivalent combination of education and experience • 2 years of customer service experience • Proficiency with Microsoft Office, VOIP, and Zoom • Curiosity and desire to improve existing processes • Excellent written, verbal, and listening communication skills • Ability to assist individuals with aphasia and other speech/language challenges with empathy and compassion • Ability and eagerness to deliver a positive customer experience • Excellent time management and multitasking skills • Ability to perform above expectations in a fast-paced, dynamic environment • Teamwork and a positive attitude • Preferred: Experience offering Tier 1 customer support • Preferred: Experience with HubSpot or another CRM • Preferred: Fluent proficiency in Spanish • Ability to maintain a safe, productive workspace with reliable and secure internet access • Ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation • Must be authorized to work in the U.S.

🏖️ Benefits

• $3,000 bilingual differential when applicable • Comprehensive benefits package • Remote work from a home office • Reasonable accommodations for employees with disabilities • No travel required