[Remote] Service Operations Representative

Note: The job is a remote job and is open to candidates in USA. RoadRunner is dedicated to accelerating the road to Zero Waste™ while delivering sustainable waste operations. The Service Operations Representative ensures Mid-Market customers receive seamless service post-implementation, managing operational challenges and maintaining quality standards to enhance customer experience.

Responsibilities

• Manage and resolve all incoming service requests and operational issues that occur after the services are active (post-implementation) for the Mid-Market customer base
• Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems
• Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health
• Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly
• Respond promptly and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues
• Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers
• Maintain understanding of all relevant process changes, service updates, and new guidelines
• Serve as the main point of contact for external hauling partners (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence
• Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are correctly configured to deliver the agreed-upon solutions
• Communicate critical hauling partner information, service changes, and final resolution details to the appropriate internal teams to facilitate clear, consistent, and timely customer updates

Skills

• Applicants must be authorized to work for any employer in the U.S
• Comfort with ambiguity, ability to act without having the whole picture using sound judgment and strong decision-making skills
• Passionate about business results and quality, with a strong sense of accountability, metrics and ownership
• Strategic thinker with the ability to grasp the tactical details
• Strong verbal and written communication skills is dynamic, and can capture a group's interest and maintain it as well as the ability to facilitate meetings with diverse and sometimes conflicting points of view
• Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision
• Ability to influence and collaborate at all levels and across all functions of the organization
• Proven ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever changing business needs
• Strong analytical and problem solving. Solid decision making in a timely manner
• Bachelor's Degree preferred

Company Overview