Contact Center Program Specialist

Building thriving communities through smart implementation of public education programs

At MetrixIQ, we bring people, process and technology together to deliver successful program operations. We have a proven track record of delivering value-driven fiscal solutions to early childhood education (ECE) programs at the state and municipal levels across the country. Since 2009, we have distributed over $700 million in public funding to ECE providers and families.

MetrixIQ is an innovative provider of public benefits administration solutions to state and local governments nationwide. Founded in 2009, Metrix is a fast-growing company that focuses on collaborating with clients to distribute public dollars in a smarter and more efficient manner. We are a small, diverse, and passionate team committed to helping our clients succeed in the communities they serve. We offer a supportive and collaborative environment that provides room for developing new skills and growing professionally. Together, we are committed to three primary values: Respect. Accountability. Outcomes.

We are expanding our central contact center for the Colorado Universal Preschool program (UPK), on behalf of the Colorado Department of Early Childhood (CDEC). Our team provides frontline support to families and providers seeking information and participating in UPK – a preschool funding program available to all 4-year-olds across the state.

What We Need:

We are expanding our contact center team and seeking Program Specialists to deliver day-to-day customer service and technical support to families and providers. The Program Specialist must be an effective communicator who demonstrates patience and understanding. This role will provide support across various channels, including phone, email, and text messaging, to diverse communities. The candidate should be able to navigate complex or sensitive situations with tact.

At times of lower volumes, the Program Specialist may support eligibility and enrollment activities for other programs/projects of similar scope. We are seeking a candidate who is collaborative, comfortable switching tasks, and unafraid to ask questions. This position will report to a program manager and will have additional support from senior team members. As the candidate continues to grow into the role, they will be leaned on as a subject matter expert and key team member to manage fluctuating client and program needs. As Metrix also continues to grow, the candidate will have the opportunity to take on new roles and responsibilities.

Primary Responsibilities May Include:

· Work directly with families and providers to answer questions through our ticketing platform (Zendesk) by phone, email, and text messaging

· Provide technical assistance for families as they navigate the application and enrollment processes, such as helping correct application information, confirming application or enrollment status, or troubleshooting

· Use the UPK Colorado administrative portal to gather UPK family and provider information to inform customer service

· Understand program eligibility requirements, policies, and procedures, and tactfully communicate about the program with stakeholders

· Participate in ongoing training to gain and maintain subject matter expertise and help develop standard operating procedures

· Meet key performance indicators for friendly, timely, and accurate customer service

· Recommend communications and process improvements to enhance contact center operations and ensure high-quality service

· Handle tickets according to our standard resolution protocol, including routing to other agents, partner organizations, and escalation when appropriate

· Support outreach projects for program participants, such as calling families to verify eligibility information or sending individualized reminders to providers

· Provide cross-functional project support for our other enrollment and eligibility programs as needed

Who We Are Looking For:

• You are flexible and adaptable. We're looking for someone who can understand where attention needs to be paid and can focus there when needed. Our clients are the policymakers, and the early childhood landscape is continuously evolving, which means our operations can often change.

· You are a natural problem solver. YYou can take on new challenges, evaluate different options, and are ready to take action when solving problems. You are resourceful and can work autonomously, even when faced with new challenges. You aren't afraid to ask for help, but you are comfortable trying two or three possible solutions first.

· You don't shy away from technology. WWe need someone with a high level of comfort learning new databases and computer applications, including help desk platforms, CRM systems, Microsoft Teams, and other applications.

· You are detail oriented. Given that we are working with sensitive and very personal information, everyone on the team must operate with a high level of accuracy and professionalism.

· You have excellent communication skills, both with customers and co-workers. You meet people where they are at and understand when a phone call may be more effective than an email. We're a small company that's growing quickly, and we expect team members to let us know when they are stuck and need help, or when they want to celebrate a win.

· You're a team player with a desire to learn and grow. You like rolling up your sleeves and getting tasks done, and are excited to help grow new programs. You're curious and enjoy learning the ins and outs of your work.

· You're not afraid to ask for help. Many of our programs are new to us or our clients, and often, details are not always known. We're looking for someone who is comfortable with uncertainty and isn't afraid to ask for clarification or assistance when it's needed

Qualifications:

· Bachelor's degree preferred or relevant educational background in customer service, case management, and program coordination/operations

· 1-3 years of customer service, non-profit or office support experience.

· Bilingual (English and Spanish fluency) preferred.

· Mission-driven with an interest and passion for what we do -support working parents as they navigate the childcare system, securing reliable licensed care so they can thrive in their careers.

· Strong critical thinking and problem-solving skills.

Why join us?

We offer a tight-knit and supportive working environment with frequent opportunities to collaborate and learn from your teammates. We take the time to get to know each other and have fun, while also working hard individually and as a team. We have a mission-driven backbone and take great pride in the fact that our work has a direct benefit to the communities we work in. At Metrix, you will have the opportunity to grow as you become a subject matter expert and take on new responsibilities and projects.

At our company, we hold three core values – respect, accountability, and outcomes – that guide our operations. We are committed to implementing policies and practices that leave a long-lasting impact on our communities. We embrace diverse perspectives and backgrounds within our team, with our clients, and from those we serve to implement equitable solutions, because we firmly believe the best success stories are when many voices are represented at the table

Competitive Benefits Package: Health, Vision, and Dental insurance options with low employee premiums, Health Savings Account (HSA) and Flexible Spending Account (FSA) options, Long Term Disability Insurance, annual cultural stipend to engage in the community, monthly transit allowance, and 401(k) with company match. Metrix observes 11 paid holidays, and employees accrue over 3 weeks of paid time off per year.

Hybrid Work: Our team members work a mixed schedule of in-office (downtown Denver) and remote days. Team members are expected to work and collaborate in the office at least two days per week.

Compensation: $19.95/hour-$22.00/hour

Job Type: Full-time

Pay: $ $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Language:

• English and Spanish (Preferred)

Ability to Commute:

• Denver, CO Required)

Ability to Relocate:

• Denver, CO 80202: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Denver, CO 80202