Customer Service Specialist

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Engage with both prospects and current customers to deliver an exceptional experience at every touchpoint.

• Collaborate across various teams within Lingraphica to enhance customer-facing interactions.

• Handle non-product inquiries, resolve Tier 1 issues, and manage the triage and escalation of customer concerns.

• Provide fundamental troubleshooting assistance for Lingraphica’s free applications, customer accounts, and devices.

• Proactively follow up with customers to ensure their issues are addressed effectively.

• Communicate via inbound and outbound calls, email, and online chat platforms.

• Identify customer engagement requirements and refer prospects to the suitable team.

• Oversee frontline operations in a ticketing system, documenting issues, opportunities, and departmental transitions.

• De-escalate customer service issues related to devices, websites, online therapy platforms, and shipping concerns.

• Provide education to customers regarding Lingraphica’s products, services, and trial processes.

• Recognize engagement opportunities and connect potential customers with the Intake & Engagement team.

⛳️ Requirements

• Bachelor’s Degree or an equivalent mix of education and experience.

• A minimum of 2 years of experience in customer service.

• Proficient in Microsoft Office, VOIP, and Zoom.

• A strong curiosity and a desire to enhance existing processes.

• Exceptional written, verbal, and listening communication skills.

• Ability to assist individuals with aphasia and other speech/language challenges with empathy and compassion.

• A strong willingness to provide a positive customer experience.

• Excellent time management and multitasking capabilities.

• Capability to exceed expectations in a fast-paced, dynamic setting.

• Strong teamwork skills and a positive demeanor.

• Preferred: Experience in providing Tier 1 customer support.

• Preferred: Familiarity with HubSpot or another CRM system.

• Preferred: Fluent proficiency in Spanish.

• Ability to maintain a safe and productive workspace with reliable and secure internet access.

• Capability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodations.

• Must have authorization to work in the U.S.

🏝️ Benefits

• $3,000 bilingual differential when applicable.

• Comprehensive benefits package.

• Opportunity to work remotely from a home office.

• Reasonable accommodations provided for employees with disabilities.

• No travel required.