Customer Service Specialist (Remote)

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 Lingraphicas 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 Lingraphicas 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 

• Bachelors 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 abilitiesrequired as well as the physical demands associated with the role. We recognize that everyones 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  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 $50000 to $55000 per year. A $3000 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 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: ! 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.

Remote Work :

Yes

Employment Type :

Full-time