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 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 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 Skills 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 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. 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. We are excited to consider talented individuals from across the country. However, please note that we currently do not support candidates residing in the following states: Alaska (AK) / Delaware (DE) / Hawaii (HI) / Kansas (KS) / Louisiana (LA) / Maine (ME) / Montana (MT) / Nebraska (NE) / Nevada (NV) / New Mexico (NM) / North Dakota (ND) / South Dakota (SD) / Vermont (VT) / Wyoming (WY) / Puerto Rico (PR) We thank all candidates for their interest in RoadRunner, but we cannot respond to everyone personally. Only those selected for an interview will be contacted. We look forward to reviewing your application! RoadRunner is an affirmative action and equal opportunity employer and is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. It is the policy of RoadRunner that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of RoadRunner to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. RoadRunner is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.