Lead, Customer Experience (Remote)

Lensa; Ann Arbor (MI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in IT services is seeking a dedicated Customer Support Representative to enhance member and provider experiences. The roll involves resolving complex issues, managing escalations, and providing exemplary service across various channels. Candidates should have a strong background in customer service with relevant experience.

Qualifications

• 5-7 years of experience in customer service required.
• Technical support for members and providers.
• Experience handling escalated issues.

Responsibilities

• Provide stellar customer support to members and providers.
• Resolve complex issues and manage escalations.
• Accurately document all contact center interactions.

Skills

Customer Service

Technical Expertise

Problem Solving

Communication

Escalation Management

Education

Associate’s Degree

Bachelor’s Degree

Job description

Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

Job Description

Job Summary

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information, and identifies opportunities to improve our member and provider experiences.

Knowledge/Skills/Abilities

• Responsible for owning, handling, and resolving complex issues.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow-through to closure.
• Work with coworkers, management, and other departments to coordinate problem solving effectively and timely.
• Provide technical expertise to coworkers and handle escalated issues. Support members and/or providers via phone, chat, email, across multiple states and products, including Medicaid, Medicare, and Marketplace.
• Deliver exemplary customer service to members, coworkers, vendors, providers, government agencies, and the public.
• Assist agents with questions and escalated contacts across channels and products. Recognize trends and suggest solutions to leadership.
• Accurately document all contact center interactions.
• Achieve individual performance goals related to call center objectives.
• Assist with training needs of employees as required.
• Demonstrate personal responsibility by meeting attendance and schedule adherence expectations.

Job Qualifications

Required Education

Associate’s Degree or equivalent combination of education and experience.

Required Experience

5-7 years.

Preferred Education

Bachelor’s Degree or equivalent combination of education and experience.

Preferred Experience

7-9 years.

To all current Molina employees: Please apply through the intranet job listing if interested.

Molina Healthcare offers a competitive benefits and compensation package. Molina is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $21.16 - $38.37 / HOURLY

Actual compensation may vary based on location, experience, education, and skills.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x.

We’re unlocking community knowledge in a new way, with insights from experts and AI.