Customer Engagement Specialist

Company Description

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

Purpose: 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. Provides collaboration cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels. CES efforts will lead to intake submissions for all existing sales channels and ensures monthly intake goals are met or exceeded.

Essential Duties & Responsibilities:

• Offers a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs 
• Provides device demos to clinicians and consumers in an engaging way  Delivers high-touch engagement through multiple platforms including inbound calls, outbound calls, email, and online chat
• Successfully interacts with prospects and existing customers by providing a superb experience to create and maintain relationships/partnerships
• Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat
• Educates existing and prospective customers about Lingraphica’s technology and how it can benefit them
• Reports trends and recommends improvements from frontline activities using CRM database
• Contributes to weekly projected intake goal through engagement activities 
• Effectively liaises with key departments such as Reimbursement, Funding & Benefits, and Product Support to improve customer-facing processes or services to improve and accurately communicate device trial expectations 
• Properly triages opportunities and customer issues 
• Keeps abreast of reimbursement trends, internal/external financial programs that will help prospects trial and obtain our core product 
• Offers an exceptional customer experience in every interaction consistent with Lingraphica’s core values
• Coordinates with Digital Marketing team to provide feedback on existing content and makes recommendations for new content consistent with frontline needs 
• Manages frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up
• Provides 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)
• 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:

• 1 year Customer Service Experience, preferred
• Bachelor’s Degree, preferred, or equivalent combination of education & experience
• Experience in sales and marketing, healthcare industry, or durable medical equipment, required
• Proficiency with Microsoft Office and online chat tools
• Experience with HubSpot or other CRM, preferred

Additional Information

Work Environment & Physical Demands 
Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. The ability to operate a computer with or without a reasonable accommodation is required.    

Travel 

Travel to Lingraphica’s home office and to cities within the continental United States for company related meetings and conferences may also be required two times per year.  

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 abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to pe