Lead, Customer Experience (Remote)

Lensa; Green Bay (WI); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in IT Services and Consulting is seeking a Customer Specialist to provide exceptional support to members and providers. This role involves resolving complex issues, managing escalations, and contributing to training needs, all while upholding the company's values. Candidates must have an Associate's Degree and relevant experience to ensure high-quality service delivery in a fast-paced environment.

Qualifications

• 5-7 years of experience required.
• 7-9 years of experience preferred.
• Strong communication and accountability skills.

Responsibilities

• Provide customer support across multiple channels.
• Resolve complex issues and manage escalations effectively.
• Document all communication accurately.

Skills

Customer service

Problem-solving

Technical expertise

Education

Associate’s Degree or equivalent

Bachelor’s Degree or equivalent (preferred)

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 handle escalated escalations. Provide service support to members and/or providers using various contact center communication channels across multiple states and/or products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare, and Marketplace.

Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and the general public.

Assist agents with questions and escalated contact center communication channels. Recognize trends and patterns in call types and engage leadership with suggested solutions.

Accurately document all contact center communication channels.

Achieve individual performance goals related to call center objectives.

Assist with training needs of employees as needed.

Demonstrate 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: 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 geographic location, work experience, education, and skill level.

If you have 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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