Customer Engagement Specialist @ Lingraphica - Princeton, NJ

Customer Engagement Specialist


Reports to: Customer Engagement Team Lead

Objective:
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


Other Duties & Responsibilities:

  • 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)




Requirements:


  • Available to work second shift: 10:00 a.m. – 6:00 p.m. ET or 11:00 a.m. – 7:00 p.m. ET

  • Bilingual 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




Location
:

  • Company office is located in Princeton, NJ

  • This position is open to remote employees. Must be able to travel to Princeton, NJ 2-3 times per year for meetings and trainings (on hold due to Covid).




Work Experience:


  • 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)




Formal Education:


  • Bachelor’s Degree Required