Service Operations Representative

About RoadRunner At 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 EST Job Summary:   As a Service Operations Representative, you are the operational backbone ensuring our Mid-Market customers receive reliable, high-quality service post-implementation. This is a high-volume, phone-heavy role that requires constant availability to manage real-time calls with both customers and third-party haulers. Beyond standard communication, you will take direct ownership of complex operational failures, negotiate same-day recoveries, and hold vendor partners strictly accountable to service agreements. Sitting at the intersection of logistics, account management, and vendor relations, you will drive high-stakes resolutions under pressure. If you are an assertive problem-solver who thrives in a fast-paced, phone-centric environment and brings a data-driven approach to partner accountability, this role offers direct influence and organizational visibility. Primary Duties Including % of time: 35% -  Complex Service Resolution Management   Post-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 Assurance    Ticket 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 Metrics   Process 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 guidelines 15% - 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: 0 Organizational Relationship: Reports To: Manager, Service Operations Direct Reports:  None Interacts with:  Customers, Hauling partners, Account Management, Internal Operations teams Role Requirements & Experience Experience Level: 3–5+ years in service/logistics roles (e.g., Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations). Role Focus: Note: This position requires a dual focus— delivering exceptional frontline customer support while driving backend operational execution and vendor accountability. Vendor & SLA Accountability: Proven experience managing third-party vendors and haulers , pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs). Passionate about business results, quality, and metrics, with a strong sense of ownership. Customer Service Experience High-Touch B2B Customer Support: Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments. Proven ability to de-escalate upset clients, maintain clear and transparent communication throughout long-resolution workflows, and consistently advocate for the customer's needs. Strategic Thinking & Problem Solving Strategic & Tactical Execution: Strategic thinker with the ability to grasp tactical details. Proven