Service Operations Representative

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $21 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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RoadRunner

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🤝 B2B

🏢 Enterprise

☁️ SaaS

💰 Series D on 2024-04

B2B • Enterprise • SaaS

RoadRunner is a tech-enabled provider of fully-managed commercial and industrial waste and recycling services across the United States. The company centralizes portfolio and vendor management, uses proprietary software and data (e. g. , Waste Metering™, BillCheck™, Oversite™, Priceshield™) to optimize service levels, reduce costs, streamline invoicing, and increase landfill diversion. RoadRunner offers tailored recycling programs like RecycleMORE™ and CleanStream™ and emphasizes sustainability, ESG reporting support, and operational efficiency for enterprise customers.

📋 Description

• Manage and resolve post-implementation service requests and operational issues for Mid-Market customers • Troubleshoot complex, non-standard customer problems and serve as a primary knowledge resource • Ensure ticket documentation is accurate, complete, and aligned with best practices • Monitor the unassigned Mid-Market queue and promptly address critical service requests • Respond to internal communications regarding complex Mid-Market service issues • Maintain expert knowledge of service expectations, best practices, process changes, service updates, and new guidelines • Serve as the main contact for external hauling partners, communicate customer needs, coordinate scheduling updates, and secure service adherence • Collaborate with Customer Success, Sales, Operations, and Account Management teams • Relay hauling partner information, service changes, and resolution details to internal teams • Negotiate same-day recoveries and hold vendor partners accountable to SLAs • Report to the Manager, Service Operations; no direct reports

🎯 Requirements

• 3–5+ years in service/logistics roles, such as Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations • Proven experience managing third-party vendors and haulers, resolving issues, and enforcing strict Service Level Agreements (SLAs) • High-touch B2B customer support experience in high-volume environments • Ability to de-escalate upset clients and maintain clear communication during long-resolution workflows • Ability to organize, manage multiple projects, prioritize conflicting assignments, and adapt to changing business needs with minimal supervision • Strong analytical and problem-solving skills • Ability to analyze operational data/metrics and identify root causes of recurring failures • Comfort navigating complex B2B software environments such as HubSpot, Salesforce, Zendesk, and ERP systems • Strong verbal and written communication skills • Ability to drive assertive solutions without direct authority, facilitate tough conversations, and manage conflicting priorities • Comfort with ambiguity and ability to make timely decisions while maintaining quality and accountability • Availability for a high-volume, fast-paced, phone-heavy environment with constant phone/digital availability • Must be willing to work a set schedule • Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

🏖️ Benefits

• 3% bonus • Remote work arrangement • No travel required (0%) • Equal opportunity employment and reasonable accommodations