Customer Experience Specialist III

The Customer Experience Specialist III is a senior-level service professional responsible for managing the most complex, sensitive, and high-stakes customer interactions. This role serves as the primary contact for VIP members and escalated cases from executives, regulatory bodies, and business partners. With a focus on delivering white-glove service, the Specialist ensures a seamless and empathetic experience while coordinating across internal departments to resolve systemic issues. This position operates with minimal supervision and has a significant impact on team objectives and customer satisfaction. Perform other duties as assigned.

Key Accountabilities

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism.
• Proven ability to handle confidential or sensitive information with discretion.
• High attention to detail, follow-through, and organizational skills.
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce).
• Proficiency in Microsoft Office tools.
• Ability to work independently and make moderate decisions to meet objectives.
• Comfortable working in a hybrid, remote, or in-office environment.

The successful candidate will demonstrate a high level of professionalism, discretion, and ownership in every interaction. They will be empathetic communicators with a strong ability to navigate complex situations and advocate for customers while upholding organizational standards. The ideal candidate thrives in a fast-paced, regulated environment and is committed to delivering exceptional service.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum of 3 years of related work experience.

Strongly Preferred Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years in customer service, case management, or escalation support-preferably in healthcare, insurance, or other regulated industries.
• Complete working knowledge and proficiency in administrative functions.

Skills and Abilities

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism.
• Proven ability to handle confidential or sensitive information with discretion.
• High attention to detail, follow-through, and organizational skills.
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce).
• Proficiency in Microsoft Office tools.
• Ability to work independently and make moderate decisions to meet objectives.
• Comfortable working in a hybrid, remote, or in-office environment.

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.

The full salary range for this position is $40,500 - $69,400. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.