Lead, Customer Experience (Remote)

Lensa; Davenport (IA); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in IT Services and Consulting is seeking a Customer Support Representative to provide stellar service to Molina members and providers. The role involves resolving complex issues, managing escalations, and collaborating across departments to enhance customer experiences. Candidates should have strong problem-solving skills and relevant experience, with a competitive salary based on qualifications.

Qualifications

• 5-7 years of required experience.
• 7-9 years of preferred experience.

Responsibilities

• Resolve complex issues and provide customer support.
• Manage escalations and improve member experiences.
• Document all contact center interactions.

Skills

Problem Solving

Technical Expertise

Customer Service

Education

Associate’s Degree or equivalent experience

Bachelor’s Degree or equivalent experience

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 Molina members and providers.

Resolves issues and addresses needs fairly and effectively, demonstrating Molina values in actions.

Provides product and service information, and identifies opportunities to improve member and provider experiences.

Knowledge/Skills/Abilities

• Responsible for owning, handling, and resolving complex issues.

Effectively manage escalations within the department by ensuring accountability, 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, handle escalated issues, and support members and providers via multiple communication channels across various states and products, including phone, chat, email, supporting Medicaid, Medicare, and Marketplace.

Deliver exemplary customer service to members, coworkers, vendors, providers, government agencies, business partners, and the public.

Assist agents with questions and escalations, recognize call 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 needed.

Demonstrate personal responsibility by meeting attendance and schedule adherence expectations.

Job Qualifications

Required Education: Associate’s Degree or equivalent experience.

Required Experience: 5-7 years.

Preferred Education: Bachelor’s Degree or equivalent experience.

Preferred Experience: 7-9 years.

Current Molina employees should apply through the intranet.

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

Pay Range: $21.16 - $38.37/hour. Actual compensation varies based on location, experience, education, and skills.

For questions, contact [e-mail].

Additional Information

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