If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.

Reports to: Customer Engagement Manager

Department: Marketing

Purpose: A Customer Engagement Specialist successfully works with prospects and existing customers by offering a world class experience throughout all points of contact. The specialist will be a key player in educating caregivers, individuals with communication disorders, and the medical community on the benefits of Lingraphica’s offerings. This individual will be comfortable collaborating cross-functionally with teams across Lingraphica’s business units to improve customer facing channels.

Essential Duties & Responsibilities:

• Comfortably interact with prospects and existing customers by providing a superb experience to create new relationships/partnerships and maintain existing ones
• Communicate with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat
• Educate customers about Lingraphica’s technology and how it can benefit them
• Report trends from frontline activities using CRM database
• Contributes to weekly projected intake goal through engagement activities
• Effectively liaise with key departments such as reimbursement, funding, and product development to improve customer-facing processes or services
• Properly triage opportunities and customer issues
• Comfortable making outbound calls to prospects
• Keep abreast of reimbursement trends, internal/external financial programs that will help prospects trial and obtain our core product
• Offer an exceptional customer experience in every interaction consistent with Lingraphica’s core values
• Coordinate with Digital Marketing team and provide feedback new content development areas
• Manage frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up
• Assist with de-escalating customer service matters including but not limited to:
  • Technical issues with our devices, websites, online therapy platform
  • Shipping
• Provide support to other customer service areas such as communication partner training, and technical group

Skills & Competencies:

• · Superior product category knowledge
• · Ability to effectively engage customers by offering personalized solutions
• · Curious thinker with a desire to improve existing processes
• · Excellent communication skills (written, verbal and listening)
• · Bi-lingual, Spanish - Preferred
• · Compassionate / Empathetic
• · Able 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

Work Experience and Education:

• 2 years Customer Service Experience
• Proficiency with Microsoft Office and online chat tools
• Experience with HubSpot or other CRM, preferred
• Experience in sales and marketing, healthcare industry, or durable medical equipment, preferred
• Bachelor’s Degree, preferred

Travel Requirements (on-hold due to COVID)

Travel to home office for annual company meetings and other events approximately 2-4 times per year.

Work Environment & Physical Demands

In office: Work environment is that of a typical office environment. Noise level is low to moderate.

Remote: Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access.

Must be able to operate a computer with or without a reasonable accommodation.

Accommodations: To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit: www.lingraphica.com!