About the role: 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. 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. 
