Client Engagement Coordinator

Summary

Join Lingraphica as a Client Engagement Coordinator and be the primary point of contact for customers during the pre-trial phase of the Lingraphica At-Home AAC device trial. Educate caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings. Guide clients through the initial stages of the consumer-sales process, ensuring a positive customer experience. Contribute to weekly intake goals through engagement activities, complete trial coordination calls, and screen new clients for trial appropriateness. Maintain accurate patient information and schedule training sessions. Document customer interactions, monitor data trends, and report weekly metrics. This role requires excellent communication and problem-solving skills, along with a compassionate approach to customer service.

Requirements

• Ability to effectively engage customers by offering personalized solutions
• Superior product category knowledge
• Curious thinker with a desire to improve existing processes
• Excellent communication skills (written, verbal and listening)
• 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 in getting things done, all with a positive attitude
• Problem-solve to remove any potential obstacles before and during the consumer trial process
• Bachelor's Degree in Communication Sciences and Disorders or a related field (preferred), or equivalent combination of education & experience
• 2 years of B2C or B2B customer service experience
• Proficiency with Microsoft Office and online chat tools

Responsibilities

• Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs
• Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, and online chat
• Provide engaging and comprehensive AAC device demos to consumers
• Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values
• Demonstrate the ability to adapt and think critically beyond established scripts, leveraging a deep understanding of our products and their applications across various communication disorders. Exhibit creativity and flexibility in tailoring interactions to meet the unique needs of each customer
• Contribute to weekly projected consumer intake goal through engagement activities
• Complete trial coordination calls with clients
• Screen new clients for At–Home Device Trial appropriateness
• Ensure clients have a complete understanding of the consumer trial process
• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.)
• Follow up with patient/care-partner to get missing information, as needed
• Schedule/reschedule initial training sessions with Clinical Technology Consultants and Technology and Training Specialists
• Ensure documentation of all customer interactions within the company CRM
• Utilize HubSpot reports to monitor data trends and provide process and communication recommendations based on the data
• Report weekly metrics that support individual and team goals

Preferred Qualifications

• AAC Experience, strongly preferred
• Experience with HubSpot or other CRM platforms (preferred)
• Experience in sales and marketing, healthcare industry, or durable medical equipment (preferred)
• Bilingual English/Spanish (preferred)

Benefits

• Paid Time Off (sick, personal, and vacation)
• Paid Company Holidays
• 401(k) Retirement Plan and Contribution
• Medical/Dental/Vision benefits with FSA, HSA, & Dependent care options
• Employer Paid Life Insurance
• Voluntary benefits such as Short- and Long-Term Disability, Critical Illness, Hospital Indemnity and  AD & D insurance
• Stipends for health and wellness, home office setup and professional development
• Paid Family Leave
• Annual bonus program
• Annual merit increases
• Year-Round Flex Friday’s
• Discounts on travel, entertainment, home/pet/car insurance