Lead, Customer Experience (Remote)

Lensa; Las Cruces (NM); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Support Representative to provide top-notch service to Molina members and providers. This role focuses on resolving issues, offering product information, and collaborating with various teams to enhance user experiences. Candidates should possess an Associate’s Degree and significant experience in customer service, ideally with a background in technical support.

Qualifications

• 5-7 years of relevant experience required.
• Technical support experience is preferred.
• Experience in a call center environment is a plus.

Responsibilities

• Provide exemplary customer service and resolve complex issues.
• Document all interactions and meet performance goals.
• Assist agents with escalations and training needs.

Skills

Customer Service

Problem Solving

Technical Expertise

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 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.

Effectively manage escalations by ensuring accountability, urgency, communication, and follow-through.

Collaborate with coworkers, management, and other departments for effective problem-solving.

Provide technical expertise, handle escalated issues, and support members and providers via multiple channels (phone, chat, email) across various states and products (Medicaid, Medicare, Marketplace).

Deliver exemplary customer service to members, co-workers, vendors, providers, government agencies, and the public.

Assist agents with questions and escalations, recognize trends, and suggest solutions.

Document all interactions accurately.

Meet individual performance goals related to call center objectives.

Support training needs of employees as needed.

Maintain personal responsibility and accountability by adhering to attendance and schedule 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 via 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 / HOURLY

Note: Compensation varies based on location, experience, education, and skills.

Questions? Contact [e-mail]

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting