Job Description

Purpose : The Customization Specialist is responsible for providing outstanding customer experience by personalizing Speech Generating Devices (SGDs) in a timely and accurate manner.

This position serves as the main point of contact for our customers and internal employees when a device needs to be customized before, during, and after a device trial.

Essential Duties & Responsibilities :

• Personalizes speech generating devices with user provided information and preferences
• Provides multi-channel outreach to patients, care partners, and Speech Language Pathologists
• Prioritizes responsibilities and proactively follows up on tasks
• Completes updates to customizations upon request
• Submits shipping requests to fulfillment team and coordinates with fulfillment team to address shipping issues
• Uses internal CRM HubSpot to complete tasks
• Follows HIPAA guidelines regarding Protected Health Information
• Communicates with all internal teams and departments with a collaborative mindset
• Proactively considers processes with a goal of ongoing process improvement to make processes more efficient and better serve our customers
• Meets or exceeds Operations team goals and metrics; uses reports and audits to track productivity
• Performs other duties as needed and engages in projects and workgroups

Qualifications

Knowledge, Skills & Abilities

• Strong time management skills
• Strong sense of urgency
• Ability to quickly adapt to shifting departmental and company needs
• Ability to multi-task and handle multiple projects at once
• Excellent communication skills
• Comfort communicating with individuals with speech disabilities
• Customer Service oriented with friendly, courteous, and professional demeanor
• Propensity to pick up technology
• Bilingual English / Spanish, preferred

Education & Experience

• High school diploma or GED
• 1-year office or administrative experience, preferably supporting an Operations team
• 1 year of customer or technical support experience, preferred
• Experience using HubSpot or other CRM, preferred

Additional Information

Flexible (EST) : Monday Friday : 8 am - 4 pm, 9 am 5 pm, or 10 am 6 pm

Incumbent may work from home and is expected to maintain a safe, productive work environment with secure, high speed internet access.

Travel

Travel to Lingraphica’s home office in NJ and to cities within the continental United States for company related meetings required 2 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 perform the essential functions.

To learn more about Lingraphica, visit : www.lingraphica.com !

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.

Last updated : 2024-08-03