Customization Expert

1 week ago

Princeton, New Jersey, United States Lingraphica Full time
About the Role

Lingraphica is seeking a highly skilled Customization Specialist to join our team. As a key member of our operations team, you will be responsible for providing exceptional customer experience by personalizing Speech Generating Devices (SGDs) in a timely and accurate manner.

Key Responsibilities
  • Device Personalization: Personalize speech generating devices with user-provided information and preferences.
  • Customer Outreach: Provide multi-channel outreach to patients, care partners, and Speech Language Pathologists.
  • Task Prioritization: Prioritize responsibilities and proactively follow up on tasks.
  • Customization Updates: Complete updates to customizations upon request.
  • Shipping Coordination: Submit shipping requests to the fulfillment team and coordinate with the fulfillment team to address shipping issues.
  • CRM Management: Use internal CRM HubSpot to complete tasks.
  • HIPAA Compliance: Follow HIPAA guidelines regarding Protected Health Information.
  • Team Collaboration: Communicate with all internal teams and departments with a collaborative mindset.
  • Process Improvement: Proactively consider processes with a goal of ongoing process improvement to make processes more efficient and better serve our customers.
  • Productivity Metrics: Meet or exceed Operations team goals and metrics; use reports and audits to track productivity.
Requirements
  • Strong Time Management: Possess strong time management skills.
  • Urgency: Demonstrate a strong sense of urgency.
  • Adaptability: Ability to quickly adapt to shifting departmental and company needs.
  • Multi-Tasking: Ability to multi-task and handle multiple projects at once.
  • Excellent Communication: Possess excellent communication skills.
  • Customer Service: Customer Service oriented with a friendly, courteous, and professional demeanor.
  • Technology: Propensity to pick up technology.
  • Bilingual: Bilingual – English/Spanish, preferred.
Education and Experience
  • High School Diploma or GED: High school diploma or GED.
  • Office Experience: 1-year office or administrative experience, preferably supporting an Operations team.
  • Customer Support: 1 year of customer or technical support experience, preferred.
  • CRM Experience: Experience using HubSpot or other CRM, preferred.

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