Company Summary
Metron is a leading provider of AI enabled smart water management solutions that provide our customers with best-in-class, real-time water use intelligence. Metron offers both the hardware required to monitor water usage and identify costly leaks as well as WaterScope, our advanced water data software that evaluates water usage and allow our customers to quickly and easily identify risks, reduce consumption, and ultimately, increase property values. With over 30 years providing smart water solutions, Metron now has over 8,000 networked customers and 500,000 installed network devices that have saved over one billion gallons of water through enhanced efficiencies, usage reductions and leak mitigation.
Commercially, Metron Farnier is one of the fastest growing companies within the digital water space, having achieved market-leading year-over-year growth. In 2019, Metron Farnier partnered with XPV Water Partners, the world’s leading Water investor. XPV has extended the investment horizon based on their conviction in Metron-Farnier’s growth potential. Metron Farnier has the technology in place to execute on the next phase of the growth plan – there is significant opportunity within other Real Estate market segments and with Utilities.
Position Summary
At Metron, the Customer Excellence team is a key driver of the company culture that revolves around providing a high-quality customer experience. The focus of this role is addressing customer queries, resolving technical issues, and ensuring a high level of customer satisfaction at every interaction. The role will typically be the be the first point of contact for our customers and will play a key role in maintaining the customer-centric focus of our company. The ideal person will be patient, a problem-solver and an independent thinker who excels in collaboration with teammates to solve complex problems.
Position Responsibilities:
- Customer Interaction: Engage with customers through multiple channels, including phone, email, and Teams online meetings, to understand customer needs and answer product questions. Customers are our most important asset and Customer Advocates are a key driver of their success.
- Technical Acumen: Possess a genuine interest in learning technical concepts and becoming a product expert with Metron products.
- Advocacy: Act as an advocate for our customers by sharing feedback and issues to the Operations Manager and Leadership with the goal of improving the overall experience our customers have with Metron.
- Positive attitude: Customer advocates must maintain a calm and positive attitude, even in difficult situations.
- Strong problem-solving skills: Customer advocates need to be able to quickly work through a queue of outstanding customer issues, balancing urgent tickets and other interruptions to regular work. Being able to dig into an issue and seek out the solution is critical.
- Time management: Advocates need to be able to manage their time effectively to complete the given work and proactively inform leadership if time frames cannot be met.
- Flexibility: Customer advocates need to quickly adapt to changing situations, such as dealing with different types of customers or addressing new issues.
- Teamwork: Must work effectively cross functionally to resolve customer issues.
- Escalation Management: Efficiently determine when an issue needs to be escalated to the next level of support and ensure proper handoff and communication to customers.
- Training and Education: Organize and conduct training sessions for customers as needed on WaterScope.
Candidate Requirements
- Minimum 2 years of experience in customer service or related field.
- Has technical aptitude and willingness to learn and excel with Metron.
- High level of emotional intelligence is required.
- Detail oriented and able to manage multiple high priority tickets simultaneously.
- Strong business acumen in interacting with Metron customers.
- Excellent verbal and written communication skills.
- Thrives in a growing and changing environment.
- Open to learning new technologies and processes.
- Interested in finding new and better ways to improve the customer experience and drive customer excellence across the organization.
If this sounds like a good match to your skills and interests, please apply! Visit https://metronsubmetering.com/job-openings/
This is a full-time on-site position in Boulder, Colorado. The annual salary range for this role can vary based on experience, ranging from $44K to $54K. Metron provides Health Insurance, matching 401K saving plan, catered lunches and a pet friendly environment.
Job Type: Full-time
Pay: $21.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Boulder, CO 80301 (Required)
Ability to Relocate:
- Boulder, CO 80301: Relocate before starting work (Required)
Work Location: In person