Customer Resolution Associate

| Greater Denver Area

ABOUT THE ROLE 
Metric Theory takes immense pride in our customer relationships, and seeks to provide the best customer experience in all areas of our business. We are in search of an individual to take on the Customer Resolution Associate position, who will help us achieve this goal by performing customer care activities for the billing department.

This people-oriented, organized, and detailed individual will be the face of Metric Theory's customer billing experience, and will provide support and solutions to our clients regarding account balance collection activities. 
Responsibilities

  • Working directly with our clients to resolve support tickets, applying excellent customer service in a timely manner
  • Working with executives and account teams to create solutions for client requests that instill goodwill (e.g. payment plans, modified billing dates, etc.)
  • Managing both internal and external communication regarding payments and billing activity (e.g. answering inbound and outbound calls, managing email and slack correspondence)
  • Reviewing open accounts for collection efforts, and reaching out to customers regarding outstanding payments according to procedure
  • Creating ad-hoc reports
  • Entering payments and managing bills
  • To the best of your ability, maintain or exceed monthly delinquency targets by collecting customer payments on time
  • With accuracy, provide billing adjustments based on management needs
  • Resolve inbound phone calls and making outbound collection calls in a professional manner while keeping and improving customer relations.

Schedule
We are looking for the right person, and can offer flexibility if we think you are a good fit. We are hiring in San Francisco and Denver. This role can be part-time to full-time, with a negotiated schedule. This role has the potential to be fully remote in the Bay Area or Denver (with the ability to come in for training/meetings on an ad-hoc basis).

Team Overview

The operations team at MT has grown significantly over the past year to keep up with our employee and revenue growth. We all work together on a regular basis to create a positive organizational culture, improve day-to-day activities, and support the growth of the agency. We all wear multiple hats and have a deep understanding of company functions. We are looking for curious, creative and team-oriented people and culture colleagues to join our team.

ABOUT YOU

  • Experience in either customer care, sales, collections, or interacting with a customer base
  • Effective communication (both written and verbal)
  • Strong problem-solving and analytical skills
  • Proficiency in Excel or Google Sheets (including Vlookups, pivot tables, etc.)
  • Attention to detail with an eye for accuracy
  • A patient, polite, and friendly attitude
  • Creative, self-disciplined, and capable of identifying and completing critical tasks independently and with a sense of urgency
  • A quick and flexible learner with a motivated and positive work ethic
  • Ability to receive feedback and apply coaching
Not a Must, But a Plus:
  • 1+ year(s) experience in customer resolution
  • 1+ year(s) of experience in a billing-related or accounting-related role


ABOUT METRIC THEORY
 

Metric Theory is one of the fastest growing digital marketing agency headquartered in the Bay Area, with offices across the country. Founded in 2012 as a team of six, MT has grown into a 150+ company and a respected competitor in our industry (see awards below). We are committed to empowering employees and promoting self-awareness, teamwork, empathy, and proactiveness throughout our organization.

Most Recent Notable Awards

  • Search Engine Land Agency of The Year in 2019
  • Digiday Worklife Award in 2019
  • Adweek 100: Fastest Growing Agencies in 2019
  • Inc. 5000 Fastest Growing Companies in 2017, 2018 and 2019
  • Inc. Best Workplaces 2017, 2018 and 2019
  • Denver Business Journal's Best Places to Work 2017, 2018 and 2019
  • #7 in Entrepreneur's Top Company Cultures 2018

Why We're Frequently Ranked a Best Place to Work

  • Tireless focus on culture that unites everyone around common goals and shared principles
  • Openness to new ideas that affords employees the opportunity to make a difference on day 1
  • Frequent 360-degree feedback that pushes everyone to get better together
  • Universal eagerness to help each other without the expectation of anything in return
  • Conscious focus on learning & professional development at all levels of the organization
  • Generous paid time off and work from home, including company-wide work from home week between Christmas and New Year's, annual "work from anywhere" week, birthday PTO, and more
  • Excellent medical, dental & vision coverage, 401(k), monthly gym stipend, and pre-tax commuter benefit

 

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • SalesforceCRM

Location

We're located in the heart of LoDo on Blake Street; walking distance from Coors Field and Union Station.

An Insider's view of Metric Theory

What are some social events your company does?

Denver Passports, in and out of office happy hours, Elitch Gardens season passes, Karaoke nights, Game night, Casino night, Bar game leagues, Kickball, Park day, Escape Rooms

Kyle

Senior Manager, eCommerce

How do you collaborate with other teams in the company?

The collaborative atmosphere is what I appreciate most about working at Metric Theory. There are so many smart people here, from our most senior leaders to our newest analysts, and everyone is always willing to help out or share their experience. I feel like I learn something new every day.

Evan

Associate Director, Account Services

How does the company support your career growth?

The Analyst training program gives you all the tools you need to be successful and grow your career in marketing. I feel like I learned more in the first few months of the analyst program than in all of my past experiences combined.

Jeff

Account Manager

How do you empower your team to be more creative?

At Metric Theory, we say that our product is our people, and so we invest heavily in people development to drive strong marketing results. Our unparalleled dedication to hiring the right talent, a thorough training program, and providing tons of hands-on experience all contribute to success.

Nadine

Vice President - Agency Development

How would you describe the company’s work-life balance?

Metric Theory works incredibly hard to ensure work life balance is achieved. Rarely are people working past 6pm, and often that's because we're sitting at the bar or playing ping pong. Metric Theory instills that 'life happens' and if you need to run to an appointment in middle of the day it's no big deal.

Hunter

Senior Account Manager

What are Metric Theory Perks + Benefits

Metric Theory Benefits Overview

Along with Health, Dental, and Vision insurance, we also offer 401k and wellness perks along with generous PTO. We understand that life outside of the office is just as important as life at work. Metric Theory focuses on creating a work and life balance for our employees through flexible work from home hours. We also want to foster our culture of collaboration and team work through coffee chat, company outings, "Work from Anywhere" week, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Metric Theory's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,650 annually.
Disability Insurance
Dental Benefits
Metric Theory's dental plan covers 100% of the cost of preventative care.
Vision Benefits
Metric Theory's vision insurance plan provides annual eye exams for $10. Frames and contact lenses are covered up to $150.
Health Insurance Benefits
Metric Theory's health insurance plan with Cigna covers most employees' out-of-pocket costs, and nearly all the rest by paying everyone $375/month to help cover insurance fees.
Life Insurance
Basic life insurance and AD&D paid for in full by Metric Theory:
Wellness Programs
Monthly gym reimbursement up to $75, monthly group workout classes (Soul Cycle, Yoga, etc.), reimbursement for some events (bike race for MS, mud run).
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Metric Theory's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Performance Bonus
Metric Theory's performance bonus plan includes cash rewards when employees meet targets set by their direct supervisors.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
▪ Unlimited ability to work from home while sick (with manager approval) ▪ Work from home up to 4 days/month in your third year and beyond
Remote Work Program
Metric Theory lets all employees work remotely several times a month and for an entire week annually and during winter holidays, pending their manager's discretion.
Vacation & Time Off Benefits
Generous PTO
Metric Theory offers ▪ 10 days of PTO in your first year ▪ 15 days of PTO in your second to fifth years ▪ 20 days of PTO after five years
Paid Volunteer Time
Metric Theory encourages employees to give back with paid volunteer time.
Paid Holidays
▪ Birthday PTO ▪ 1 Friday off in June, July, and August ▪ Memorial Day ▪ July 4th ▪ Labor Day • Thanksgiving ▪ Christmas & Christmas Eve ▪ NYE & New Year's Day • MLK Day ▪
Paid Sick Days
Metric Theory offers 5 paid sick days/year beyond your normal PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Metric Theory's Commuter Benefits (MyCommuterCheck) allows you to set aside pre-tax dollars and save up to 40% on commuting costs.
Company Outings
Metric Theory has quarterly paid team outings, as well as company-wide annual holiday and summer parties and retention celebrations like karaoke night, a chocolate making class, & trampoline dodgeball
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Some Meals Provided
Metric Theory offers a catered breakfast & lunch every month.
Happy Hours
Metric Theory occasionally provides paid happy hours at local bars.
Pet Friendly
Metric Theory employees can bring their dogs to the office.
Recreational Clubs
Metric Theory sponsors office sports leagues year round.
Fitness Subsidies
Metric Theory reimburses its employees up to $75 per month for many of the most common health and fitness services and activities.
Professional Development Benefits
Job Training & Conferences
Metric Theory offers a wide range of training programs to all employees.
Diversity Program
Metric Theory is committed to creating a diverse and inclusive workplace through cultural awareness and competency training programs as well as team-building exercises.
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
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