Lead, Support Center - Remote - PST Hours

Customer Support Representative

Provides customer support and stellar service to meet the needs of 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 include:

• Owning, handling, and resolving complex issues.
• Managing escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow through to closure.
• Working with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner.
• Providing technical expertise to co-workers and handling elevated escalations.
• Providing service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products.
• Providing exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
• Accurately documenting all contact center communication channels.
• Achieving individual performance goals as it relates to call center objectives.
• Assisting with training needs of employees as needed.
• Demonstrating 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.