Customer Service Specialist (Temporary and Remote)

Job Overview

Company 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.

Job Description

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.

This role collaborates cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels.

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.

Key Responsibilities

• 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.
• The CSS is responsible for addressing non-product inquiries, resolving Tier 1 issues, and properly triaging and escalating customer concerns.
• This position is responsible for providing exceptional customer service in a timely manner.
• Responsibilities: Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships 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 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 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.
• Qualifications Minimum Qualifications: Bachelor’s Degree or equivalent combination of education and experience 2 years Customer Service experience Proficiency with Microsoft Office, VOIP, Zoom 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 fast paced and dynamic environment Teamwork, especially as an expert at getting things done, all with a positive attitude Preferred Qualifications: Experience offering Tier 1 customer support Experience with HubSpot or other CRM Fluent proficiency in Spanish Additional Information Work Environment & Physical Demands Work is performed remotely from a home office.
• 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.

Required Skills and Qualifications

• About the role: The Customer Service Specialist (CSS) successfully works with prospects and existing customers by offering a world-class experience throughout all points of contact.
• Responsibilities: Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships 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 Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team.
• Qualifications Minimum Qualifications: Bachelor’s Degree or equivalent combination of education and experience 2 years Customer Service experience Proficiency with Microsoft Office, VOIP, Zoom 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 fast paced and dynamic environment Teamwork, especially as an expert at getting things done, all with a positive attitude Preferred Qualifications: Experience offering Tier 1 customer support Experience with HubSpot or other CRM Fluent proficiency in Spanish Additional Information Work Environment & Physical Demands Work is performed remotely from a home office.
• Travel No travel required 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.
• Placement in the range is based on factors such as experience, skills, education, and internal equity.

Benefits and Perks

• Placement in the range is based on factors such as experience, skills, education, and internal equity.
• In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace.
• To learn more about our benefits offerings, !

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Lingraphica is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.