Customer Service Specialist (Temporary and Remote)

Lingraphica•West Windsor, NJ

9d•$50,000 - $55,000•Remote

About The Position

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 Lingraphica’s 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.

Requirements

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

Nice To Haves

Experience offering Tier 1 customer support
Experience with HubSpot or other CRM
Fluent proficiency in Spanish

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.