Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean)

Lensa; Augusta (GA); Remote; Full time

Job summary

A leading company in IT Services and Consulting is seeking a Customer Experience Representative to provide exceptional service to Molina members and providers. This entry-level position requires strong customer service skills and the ability to handle inquiries effectively. The role offers a competitive pay range and full-time employment opportunities, making it ideal for individuals looking to grow in the customer service field.

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.
• Experience with contact center communication channels.
• Ability to meet performance goals in call quality and attendance.

Responsibilities

• Provide service support to members and/or providers using various communication channels.
• Conduct surveys related to health assessments and satisfaction.
• Accurately document details related to inquiries.

Skills

Customer Service

Sales

Communication

Empathy

Education

HS Diploma or equivalent

Associate’s Degree or equivalent experience

Tools

Microsoft Office

Salesforce

Genesys

CRM

Job description

Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean)

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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.

Job Duties

1. Provide service support to members and/or providers using contact center communication channels across multiple states and products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare, and Marketplace.
2. Conduct surveys related to health assessments and satisfaction of members/providers.
3. Accurately document details related to Member or Provider inquiries.
4. Work scheduled shifts within our hours of operation, including breaks, overtime, and weekends as needed.
5. Build rapport and respond empathetically to customers, exceeding expectations.
6. Listen attentively, capture relevant information, and identify inquiries and concerns.
7. Meet or exceed performance goals in call quality, attendance, adherence, and other contact center metrics.
8. Engage proactively with internal and external departments.
9. Take ownership of providing resolutions in real time or through follow-up.
10. Support provider inquiries related to member eligibility, benefits, Provider Portal, and claims status.
11. Communicate effectively in a professional setting.

Job Qualifications

Required Education

HS Diploma or equivalent, or combination of education and experience.

Required Experience/Skills

1-3 years in sales or customer service in a high-volume environment.

Preferred Education

Associate’s Degree or equivalent experience.

Preferred Experience

• 1-3 years
• Systems training in: Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity

Current Molina employees should apply through the intranet. Molina Healthcare offers competitive benefits. We are an Equal Opportunity Employer.

Additional Details

• Pay Range: $21.16 - $28.82/hour
• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industry: IT Services and Consulting

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