Lead, Customer Experience - Remote EST hours

Molina Healthcare; Tampa (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare provider in Florida is seeking a Customer Support Specialist to enhance member and provider experiences. Responsibilities include resolving complex issues, providing technical expertise, and achieving performance goals. The ideal candidate will have 5-7 years of experience, an Associate’s Degree, and strong customer service skills. Competitive hourly pay ranges from $21.16 to $38.37 based on experience.

Benefits

Competitive benefits

Equal Opportunity Employer

Qualifications

• 5-7 years of experience in customer service or support roles.
• Experience in a contact center environment is a plus.
• Ability to handle escalated issues and provide solutions.

Responsibilities

• Resolve complex issues and manage escalations effectively.
• Coordinate problem-solving across departments.
• Document all contact center communications.
• Meet performance goals related to call center objectives.

Skills

Customer support

Problem-solving

Technical expertise

Communication

Education

Associate’s Degree or equivalent

Bachelor’s Degree or equivalent (preferred)

Job description

Overview

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.

Responsibilities

• Own, handle and resolve complex issues; effectively manage escalations within the department by ensuring accountability, sense of urgency, communication and follow-through to closure.
• Work with coworkers, management, and other departments to 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 channels and across multiple states and/or products (phone, chat, email, and off-phone work).
• Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and 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.