Pompa Program

About Pompa Program:

Are you ready to join a highly motivated and rapidly growing team that is passionate about helping people with their health? Look no further than Pompa Program! Headquartered in Park City, UT and over 400 team members nationwide, we have an answer to many of the health issues that the world is facing today. We are a faith-based, mission-driven company who is on a mission to empower people to take control of their health and get their lives back. Our team is incredibly aligned, and we firmly believe in the body's amazing God-given ability to heal itself. If you share our passion for improving people's health and believe in the incredible potential of the human body, then apply to be a part of something truly special.

About the role:

Pompa Program is seeking a passionate and customer-focused Client Care Advocate is responsible for handling complex client issues, including reviewing claims, managing late payments, processing money-back guarantees (MBG), and resolving disputes. This role also involves reaching out to clients to address their concerns, offering downsells to Group Coaching as needed, and managing program cancellations after the 72-hour window.

Position Overview:

Key Responsibilities:

  • Reviewing Claims: Evaluate and review client claims to determine the validity and appropriate action.
  • Reaching Out to Clients: Contact clients to discuss their claims, provide updates, and offer solutions.
  • Late Payments: Manage and follow up on late payments to ensure timely resolution and continued client engagement.
  • Downsell to Group Coaching: Offer and facilitate transitions to Group Coaching for clients facing financial or other constraints.
  • Pause: Handle requests for program pauses, ensuring accurate processing and client communication.
  • Program Cancels After 72 Hours: Manage program cancellations that occur after the initial 72-hour window, adhering to company policies and procedures.
  • Money-Back Guarantees (MBG): Process MBG requests, ensuring compliance with contract terms and resolution of client concerns.
  • Disputes: Resolve disputes between clients and the company, aiming for satisfactory outcomes for both parties.

Qualifications:

  • Experience and/or passion in health & wellness can be a plus.
  • Experience in handling escalated issues and conflict resolution.
  • Proficient in CRM software and ticketing systems

We are a rapidly growing company with a passionate team dedicated to making a difference in people's lives. If you are looking for a new challenge and an opportunity to make a difference, we encourage you to apply.

Currently we are only open to remote employees residing in the following states: AZ, CA, CO, FL, GA, IN, MA, NJ, NV, NY, OH, OR, PA, SC, SD, TX, TN, UT, VA, WA

Pompa Program is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Any information you submit to Pompa Program as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

All Pompa Program interviews are done over video or over the phone. You will never be asked to download Teams or interviewed by text.

Pompa Program does not accept unsolicited resumes from employment agencies.

Compensation Plan: Client Care Advocate

Base Salary:

  • Annual Base Compensation: $28.85 per hour

Bonus Structure:

  • Performance Bonus:
    • Criteria: Based on achieving scorecard metrics as outlined above.
    • Structure: Up to 10% of base compensation.
    • Payout: Paid quarterly based on performance.
    • Example: A full bonus payout would result in an additional estimated $6,000 annually if all targets are met.

Scorecard Breakdown by Weight: Client Care Advocate

  1. Claims Reviewed: 25%
    • Metric: 100% review completion within SLA.
    • Target: Ensure all claims are reviewed within the designated SLA timeframe.
    • Weight: 25% of the total scorecard.
  2. Client Contact Rate: 20%
    • Metric: Percentage of claims where clients are contacted within 24 hours.
    • Target: Achieve 90%+ client contact within 24 hours of claim submission.
    • Weight: 20% of the total scorecard.
  3. Program Cancels After 72 Hours: 20%
    • Metric: Resolution of program cancellations that occur after 72 hours.
    • Target: Achieve 90%+ resolution within SLA.
    • Weight: 20% of the total scorecard.
  4. Late Payments Resolved: 15%
    • Metric: Percentage of late payments resolved within 30 days.
    • Target: Achieve a 95%+ resolution rate for late payments within 30 days.
    • Weight: 15% of the total scorecard.
  5. Money-Back Guarantees (MBG): 20%
    • Metric: Adherence to contract terms and conditions when processing MBG claims.
    • Target: Achieve 95%+ adherence to MBG contract terms.
    • Weight: 20% of the total scorecard.

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