Service Operations Representative

About RoadRunnerAt RoadRunner, our daily motivation is to accelerate the road to Zero Waste™ while delivering maximum value for our customers and communities through efficient, scalable, and sustainable waste operations. Our team cares deeply about each other and our planet, and we are dedicated to leveraging technology and innovation to modernize a vital industry with integrity, expertise, and a passion for creating a future where waste is a problem of the past™.Technology, artificial intelligence, and data‑driven strategies are the backbone of our team of waste experts, enabling us to deliver streamlined, cost‑effective, and sustainable waste and recycling services. Since RoadRunner’s founding in 2014, we’ve helped thousands of customer locations nationwide achieve an average of 10–20% savings on their monthly waste bills while improving recycling efficiency. We’re proud that RoadRunner’s industry‑leading model and people‑first culture have been recognized by the 2023 SEAL Business Sustainability Awards, Pittsburgh Business Times’ Best Places to Work (2025), and Pittsburgh Inno’s 2022 Fire Awards.Our Glassdoor reviews are fantastic (3.3/5 on 311 reviews), our CEO’s approval rating is 71%, and 65% of our reviewers would recommend working here. Our Indeed ratings have consistently improved as we’ve been expanding our teams (3.5/5 on 85 reviews) and we now have over 14K followers on LinkedIn.***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.The pay range for this role is: $21 - $24.04 per hour with 3% bonus (Remote - United States)Hours for position: 8am - 5pm ESTJob Summary:As a Service Operations Representative, you are the go‑to expert ensuring our Mid‑Market customers experience seamless, reliable service long after implementation. You’ll take ownership of complex operational challenges, step in during critical moments, and drive resolutions that keep customers confident and supported.This role sits at the center of action — partnering across teams, managing high‑impact escalations, and upholding quality standards that define our customer experience. If you thrive on solving problems, owning outcomes, and being trusted to handle what matters most, this role offers real influence and visibility.Primary Duties Including % of time:35% - Complex Service Resolution ManagementPost-Implementation Focus: 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. Advanced Troubleshooting: Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.30% - Workflow and Quality AssuranceTicket Quality Control: Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health. Proactive Ticket Management: Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly. Cross-Channel Communication: Respond promptly and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues.15% - Service Standards and MetricsProcess Integrity: Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers. Knowledge: Maintain understanding of all relevant process changes, service updates, and new guidelines15% - Vendor Relations & Service Coordination External Communication: Serve as the main point of contact for external hauling partners (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence. Internal Collaboration: 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. Information Relay: Communicate critical hauling partner information, service changes, and final resolution details to the appropriate internal teams to facilitate clear, consistent, and timely customer updates % Travel required: 0Organizational Relationship:Reports To: Manager, Service OperationsDirect Reports: NoneInteracts with: Customers, Hauling partners, Account Management, Internal Operations teamsSkills and Experience: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