Job Description
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 RoadRunner is the new standard in waste + recycling. It was founded in 2014, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is