Lead, Customer Experience (Remote)

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

Job summary

A leading company in the IT services industry is seeking a Customer Specialist in Louisville, KY. This role requires providing excellent support to Molina members and resolving their issues effectively. The ideal candidate will possess strong problem-solving abilities and significant experience in customer service.

Qualifications

• 5-7 years of relevant experience.
• 7-9 years preferred.
• Ability to work across multiple states and products.

Responsibilities

• Providing exceptional customer support to members and providers.
• Resolving issues and managing escalations.
• Documenting all communication in contact center channels.

Skills

Customer Service

Problem Solving

Technical Expertise

Education

Associate’s Degree

Bachelor’s Degree

Job description

2 days ago Be among the first 25 applicants

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 handle 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 the general public.

Assist agents with questions and escalated contact center communication channels and across multiple states and/or products. Recognize trends and patterns in call types and engage leadership with suggested solutions.

Accurately document all contact center communication channels.

Achieve individual performance goals as it relates 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: 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

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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