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Customer Engagement Specialist - Remote

Company: Lingraphica
Location: Denver
Posted on: January 16, 2022

Job Description:

Company Description

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.

Job Description

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 Qualifications

      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
          Additional Information

          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!

Keywords: Lingraphica, Denver , Customer Engagement Specialist - Remote, Other , Denver, Colorado

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