[Hiring] Service Operations Representative @RoadRunner Recycling Inc.

Role Description

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.

Requirements

• 3–5+ years in service/logistics roles (e.g., Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations).
• Proven experience managing third-party vendors and haulers, pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs).
• Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments.
• Strong analytical and problem-solving skills. Ability to analyze operational data/metrics to identify root causes of recurring failures.
• Strong, dynamic verbal and written communication skills.
• Comfort with ambiguity; proven capability to act decisively and make timely decisions without having the whole picture.

Education

• Bachelor’s Degree is preferred.

Core Values

• Trust - Have confidence in our team. Have integrity in your actions.
• Care personally about each other - Show compassion, empathy, and open-mindedness.
• Be Passionate - Love what you do. Love what we do.
• Embrace challenge - See obstacles as opportunities to learn and grow.
• Be Humble - Stay grounded. Seek feedback. Be curious.
• Be Accountable - Take ownership. Be reliable. Be proactive.