Lead, Customer Experience (Remote)

Lensa; City of Albany (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in IT Services and Consulting seeks a Customer Specialist to provide exceptional support to members and providers. The role requires a strong background in customer service and problem resolution, handling inquiries across various contact channels. Ideal candidates will have an Associate’s Degree and substantial experience, showcasing a responsive and responsible approach to customer needs.

Qualifications

• Required education: Associate’s Degree.
• 5-7 years of experience in customer service.
• Preferred education: Bachelor’s Degree.

Responsibilities

• Resolve complex customer issues.
• Provide customer support through multiple channels (phone, chat, email).
• Coordinate problem-solving efforts with management and co-workers.

Skills

Customer service

Problem solving

Communication

Education

Associate's Degree or equivalent

Bachelor's Degree or equivalent

Job description

Be among the first 25 applicants

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 help coordinate problem solving in an effective and timely manner.
• Provide technical expertise to co-workers and handle escalated issues. Support members and/or providers via multiple contact channels and across various states/products, including phone, chat, and email, supporting Medicaid, Medicare, and Marketplace.
• Provide exemplary customer service to members, co-workers, vendors, providers, government agencies, business partners, and the public.
• Assist agents with questions and escalations across contact channels and states/products. Recognize trends and patterns, and engage leadership with suggested solutions.
• Accurately document all contact interactions.
• Achieve individual performance goals related to call center objectives.
• Assist with training needs of employees as needed.
• Demonstrate personal responsibility by meeting attendance and schedule adherence expectations.

Job Qualifications

Required Education: Associate’s Degree or equivalent

Required Experience: 5-7 years

Preferred Education: Bachelor’s Degree or equivalent

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. We are an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $21.16 - $38.37 / HOURLY

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

For questions, contact [e-mail]

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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