Call Center Specialist

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:

As a Call Center Specialist, you will be working remotely for the Pompa Program. You will play a crucial role in handling incoming calls, emails, and live chats from customers, addressing their inquiries. Your dedication to delivering exceptional customer service, coupled with your problem-solving skills, will contribute to the overall success and growth of our organization.

Responsibilities:

• Primary Phone Support: Efficiently handle all inbound and necessary outbound calls from the customer service queue, providing timely and effective assistance.
• Email Support: Respond to incoming emails promptly and accurately, ensuring a high level of customer satisfaction.
• Live Chat Support: Manage live chat inquiries with professionalism and promptness, offering real-time solutions to customer queries.
• Issue Resolution: Work collaboratively with various departments to address and resolve customer questions, concerns, or issues effectively.
• Documentation: Accurately document and update customer records in our systems, maintaining detailed and precise information.
• Performance Metrics: Consistently meet or exceed established performance metrics and goals, demonstrating a commitment to excellence.
• Escalations: Identify and escalate complex or unresolved issues to the appropriate departments or supervisors for further assistance.
• Team Collaboration: Engage with team members to foster a supportive and communicative team environment, contributing to overall team success.
• Continue growth: Participate in ongoing training and development to stay updated on company offerings and industry best practices.
• Privacy: Adhere to company policies and procedures, ensuring compliance with health regulations and confidentiality requirements.
• Consistency: Utilize company resources and documentation to provide a standardized client experience

Requirements:

• High school diploma or equivalent; some college or relevant certification preferred.
• Proven experience in a call center or customer service role (2 years preferred)
• Remote position
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and manage time effectively.
• Proficient in using computers and familiar with CRM systems.
• Ability to work in a fast-paced environment and handle high call volumes.
• Strong interpersonal skills and a positive attitude.
• Empathetic, positive, and service-oriented mindset with a genuine desire to help others
• Bilingual (English/Spanish) preferred

You will be interviewed, assessed, and expected to perform the following based on the job scorecard below:

• Missed call rate - <2%
• Average call handling time - <7 minutes
• Ticket First Contact Resolution (FCT)- >95%
• Chat Standards Met - >95%
• Call Escalation Standards Met - <15% calls/tickets escalated
• Customer Satisfaction Score - >60

Compensation Range:
$50,000-$60,000 per year

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 based on 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 per the Company’s privacy policy and applicable law.

All Pompa Program interviews are conducted via video or phone. You will never be asked to download Microsoft Teams or interviewed by text.

Pompa Program does not accept unsolicited resumes from employment agencies.

Salary : $50,000 - $60,000