Lead, Customer Experience (Remote)

Lensa; Louisville (KY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in IT Services seeks a Customer Support Specialist to provide exceptional service to Molina members and providers. The role involves resolving issues, managing escalations, and improving customer experiences across various communication channels. Candidates should have relevant experience and educational background, preferably an Associate’s Degree, with a strong emphasis on customer service skills.

Qualifications

• 5-7 years of relevant experience required.
• Demonstrated ability to resolve complex issues and escalations effectively.
• Experience in customer service across multiple communication channels is a must.

Responsibilities

• Provide customer support to members and providers.
• Resolve issues and document communication accurately.
• Assist with training needs of employees as necessary.

Skills

Problem Solving

Communication

Customer Service

Education

Associate’s Degree

Job description

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Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

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 [e-mail]

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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