Coordinador de Engajamento de Clientes

3 weeks ago


Princeton, New Jersey, United States Lingraphica Full time
Descrição do Cargo

A Lingraphica é uma organização missionária que fornece dispositivos de geração de fala para ajudar a melhorar a comunicação, a fala e a qualidade de vida das pessoas com deficiências de comunicação. Buscamos candidatos que sejam capazes de trabalhar em um ambiente de alta pressão, orientado por metas, e que compartilhem nosso compromisso de ajudar as pessoas em sua jornada de comunicação.

Objetivos

O Coordinador de Engajamento de Clientes atuará como o principal ponto de contato para os clientes durante a fase pré-trial do dispositivo de AAC Lingraphica em casa. Essa pessoa é um jogador-chave na educação de cuidadores, indivíduos com deficiências de comunicação e clínicos sobre os benefícios dos produtos da Lingraphica. Os esforços do CEC levarão a submissões de dispositivos de AAC para todos os canais de vendas existentes e garantirão que os objetivos de recebimento mensal sejam atingidos ou superados. O Coordinador de Engajamento de Clientes também será responsável por guiar os clientes e seus cuidadores através das primeiras etapas do processo de venda ao consumidor e garantir uma experiência de cliente positiva.

Funções e Responsabilidades Essenciais


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  • Oferecer uma abordagem consultiva para guiar prospectos e clientes repetidos para produtos alinhados com as principais necessidades de comunicação deles
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  • Realizar conversas de engajamento por meio de várias plataformas, incluindo chamadas de entrada, chamadas de saída, e-mail e chat online
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  • Prover demos de dispositivos de AAC para consumidores
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  • Oferecer uma experiência de cliente de classe mundial em cada interação, consistente com os valores da Lingraphica
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  • Demonstrar a capacidade de se adaptar e pensar criticamente além dos scripts estabelecidos, levando em consideração uma compreensão profunda de nossos produtos e suas aplicações em várias deficiências de comunicação. Exibir criatividade e flexibilidade ao tailar as interações para atender às necessidades únicas de cada cliente
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  • Contribuir para o objetivo de recebimento de consumidores projetado semanalmente por meio de atividades de engajamento
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  • Concluir chamadas de veta e compromisso com os clientes
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  • Screenar novos clientes para a adequação do dispositivo de At–Home
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  • Garantir que os clientes tenham uma compreensão completa do processo de triagem do consumidor
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  • Confirmar a precisão de toda a informação do paciente (seguro, demografia, diagnóstico, etc.)
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  • Seguir em contato com o paciente/cuidador para obter informações faltantes, conforme necessário
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  • Educar os clientes e gerenciar as expectativas de cobertura de seguro e processo de triagem do consumidor
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  • Ajuda a resolver qualquer saldo não coberto por meio do processo de Assistência Financeira
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  • Ajuda a adquirir formulários de paciente (ARPHI, AOB, AOR, notas clínicas)
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  • Agendar/resagendar sessões de treinamento iniciais com Consultores de Tecnologia Clínica e Especialistas de Treinamento e Tecnologia
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  • Garantir a documentação de todas as interações de cliente no CRM da empresa
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  • Utilizar relatórios do HubSpot para monitorar tendências de dados e fornecer recomendações de processo e comunicação com base nos dados
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  • Relatar métricas semanais que apoiam metas individuais e de equipe


Requisitos


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  • Capacidade de engajar clientes de forma eficaz oferecendo soluções personalizadas
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  • Conhecimento superior de categorias de produtos
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  • Pensador curioso com desejo de melhorar processos existentes
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  • Habilidades de comunicação excelentes (escrita, verbal e ouvinte)
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  • Compassivo/ Empático
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  • Able a entregar uma experiência de cliente positiva
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  • Habilidades de gerenciamento de tempo e multitarefa excelentes
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  • Capacidade de realizar acima das expectativas em um ambiente de alta pressão e dinâmico
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  • Trabalho em equipe, especialmente como um especialista em fazer coisas acontecerem, tudo com uma atitude positiva
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  • Resolver problemas para remover qualquer obstáculo potencial antes e durante o processo de triagem do consumidor


Formação e Experiência


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  • Graduação em Ciências da Comunicação e Doenças ou campo relacionado (preferido), ou combinação equivalente de educação e experiência
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  • Experiência em AAC, fortemente preferida
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  • 2 anos de experiência em atendimento ao cliente B2C ou B2B
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  • Domínio do Microsoft Office e ferramentas de chat online
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  • Experiência com HubSpot ou outras plataformas de CRM (preferido)
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  • Experiência na indústria de vendas e marketing, saúde ou equipamentos médicos duráveis (preferido)
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  • Bilingue Inglês/Espanhol (obrigatório)


Informações Adicionais

O Coordinador de Engajamento de Clientes trabalha remotamente de sua casa e é esperado que mantenha um ambiente de trabalho seguro e produtivo com acesso à internet seguro. A capacidade de operar um computador com ou sem acomodação razoável é necessária.



Viagens



Viagens são necessárias para a reunião anual da empresa e equipe fora da sede, nos Estados Unidos continentais, aproximadamente duas vezes por ano.



Acomodações



Para realizar esse cargo com sucesso, uma pessoa deve ser capaz de realizar cada função e exigência física satisfatoriamente. Os requisitos listados acima são representativos do conhecimento, habilidades e/ou habilidades e exigências físicas necessárias. Acomodações razoáveis podem ser feitas para permitir que indivíduos com deficiências realizem as funções essenciais.



Para saber mais sobre a Lingraphica, visite:

Este Organismo Participa do E-Verify e fornecerá ao governo federal a informação do seu Formulário I-9 para confirmar que você está autorizado a trabalhar nos EUA.



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.


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