Lead, Customer Experience (Remote)

Lensa; Vancouver (WA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in IT Services is seeking a Mid-Senior level Customer Support representative. The role focuses on providing exceptional service to Molina members, resolving complex issues, and supporting various programs including Medicaid and Medicare. Candidates should possess strong problem-solving skills and meet attendance expectations.

Qualifications

• Required: 5-7 years of experience, with 7-9 years preferred.
• Mid-Senior level role with responsibilities in call center objectives.

Responsibilities

• Provide customer support and resolve complex issues efficiently.
• Document all interactions and assist with escalations as needed.

Skills

Customer Service

Problem Solving

Technical Expertise

Communication

Education

Associate’s Degree or equivalent experience

Bachelor’s Degree or equivalent experience

Job description

2 days ago Be among the first 25 applicants

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. 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 issues. Support members and/or providers via phone, chat, email, across multiple states and products, including Medicaid, Medicare, and Marketplace.
• Provide exemplary customer service to members, co-workers, vendors, providers, government agencies, and partners.
• Assist agents with questions and escalated contacts, recognizing trends and engaging leadership with solutions.
• Accurately document all contact center interactions.
• Achieve individual performance goals related to call center objectives.
• Assist with training employees as needed.
• Demonstrate personal responsibility by meeting 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

Current Molina employees should apply through 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: Actual compensation may vary based on location, experience, education, and skills.

If you have questions, contact [e-mail]

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting