Lead, Customer Experience (Remote)

Lensa; Jacksonville (FL); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading career site is seeking a Customer Specialist to provide exceptional support to Molina Healthcare members and providers. This role requires strong problem-solving skills, technical expertise, and a commitment to customer satisfaction. The Customer Specialist will manage escalated issues, document communications, and ensure performance goals are met in a full-time position.

Qualifications

• 5-7 years of customer support experience required.
• Technical expertise across multiple channels and products.

Responsibilities

• Provide customer support and resolve complex issues.
• Coordinate problem solving with coworkers and manage escalations.
• Assist with employee training as needed.

Skills

Customer Service

Problem Solving

Communication

Technical Expertise

Education

Associate’s Degree

Bachelor’s Degree

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Molina Healthcare, is seeking professionals. Apply via Lensa today!

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. 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.
• Manage escalations within the department with accountability, urgency, communication, and follow-through.
• Coordinate problem solving with coworkers, management, and other departments.
• Provide technical expertise and handle escalated contacts across multiple channels and products, including Medicaid, Medicare, and Marketplace.
• Deliver exemplary customer service to members, providers, vendors, government agencies, and the public.
• Assist agents with escalated contacts, recognize trends, and suggest solutions.
• Document all contact center communications accurately.
• Achieve individual performance goals related to call center objectives.
• Assist with employee training as needed.
• Meet 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.

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

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

Pay Range: $21.16 - $38.37 per hour. Actual compensation varies 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

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