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Lead, Customer Experience (Remote)

Lensa

Dallas (TX)

Remote

USD 60,000 - 80,000

Full time

20 days ago

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Job summary

Lensa seeks a Customer Support Specialist to provide exceptional service for Molina Healthcare. This mid-senior level role involves resolving complex customer issues and managing escalations while ensuring a high-quality experience for members and providers. Candidates should possess an Associate’s Degree and have substantial experience in customer service roles.

Qualifications

  • 5-7 years of experience required.
  • Handles escalated customer issues and enhances service quality.
  • Ability to coordinate problem-solving across departments.

Responsibilities

  • Provides customer support and resolves complex issues effectively.
  • Documents customer interactions accurately.
  • Achieves performance goals in line with call center objectives.

Skills

Customer Support
Problem-solving
Communication

Education

Associate's Degree
Bachelor's Degree

Job description

3 days ago Be among the first 25 applicants

Lensa partners with DirectEmployers to promote this job for Molina Healthcare.

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 handles elevated escalations. Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off phone work supporting our Medicaid, Medicare and/or Marketplace business.
  • Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public
  • Assists agents with questions and escalated contact center communication channels and across multiple states and/or products. Recognizes trends and patterns in call types and engages leadership with suggested solutions.
  • Accurately documents all contact center communication channels.
  • Achieves individual performance goals as it relates to call center objectives.
  • Assists with training needs of employees as needed.
  • Demonstrates personal responsibility and accountability 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: If you are interested in applying for this position, please apply through the intranet job listing.

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

Pay Range: $21.16 - $38.37 / HOURLY

  • Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

If you have questions about this posting, please contact support@lensa.com

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

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