Service Operations Representative
New
R
RoadRunner Recycling Inc.Waste Management
Remote - USA, 8am - 5pm ESTFull-TimeMiddle
Salary20 - 24 USD per hour
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Job Details
Requirements
- Comfort with ambiguity and strong decision-making skills.
- Strong sense of accountability, metrics and ownership.
- Strategic thinker with ability to grasp tactical details.
- Strong verbal and written communication skills.
- Ability to manage multiple projects and prioritize conflicting assignments.
- Ability to influence and collaborate across all organizational functions.
- Proven ability to organize/manage multiple priorities and adapt to changing business needs.
- Strong analytical and problem-solving skills.
- Solid decision-making in a timely manner.
- Bachelor’s Degree is strongly preferred.
Responsibilities
- Manage and resolve all incoming service requests and operational issues that occur after services are active (post-implementation) for Mid-Market customers.
- Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.
- Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health.
- Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly.
- Respond promptly and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues.
- Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers.
- Maintain understanding of all relevant process changes, service updates, and new guidelines.
- Serve as the main point of contact for external hauling partners (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence.
- Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are correctly configured.
- Communicate critical hauling partner information, service changes, and final resolution details to appropriate internal teams.
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