Customization Specialist

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

Requirements

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