Customer Service Representative

About RoadRunner

At RoadRunner, our daily motivation is to accelerate the road to Zero Waste™ while providing maximum value for our customers and our communities. We achieve this through efficient, cost-effective 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 create a future where waste is a problem of the past™.

Technology, artificial intelligence and data-driven strategies are the backbone for our team of waste experts to reliably provide our customers with the most streamlined, cost effective and sustainable waste and recycling services.

Since RoadRunner’s creation in 2014, we’ve helped more than 12,000 customer locations achieve an average between 10 - 20% savings on their monthly waste bills while also improving their recycling efficiencies. We’re proud that RoadRunner’s industry-leading model has been recognized by the SEAL Business Sustainability Awards 2023, Pittsburgh Business Times’ Best Place to Work 2022, and Pittsburgh Inno’s 2022 Fire Awards. 

Our Glassdoor reviews are fantastic (3.3/5 on 283 reviews), our CEO’s approval rating is 71%, and 67% of our reviewers would recommend working here. Our Indeed ratings have consistently improved as we’ve been expanding our teams (3.4/5 on 79 reviews) and we now have over 13K 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 at this time.

Hours for position: 11am - 8pm EST - - West Coast is ideal!

Job Summary: 

The Customer Success Representative will strive to provide Industry Best Customer Service to our client partners. The primary goal is to always solve for the customer. A customer first mentality is a must!

Primary Duties Including % of time:

• 30% - Takes ownership of Tier 1-4 customers issues and follow problems through to resolution; keeps client informed of how and when problems are resolved. 
• 15% - Ensures the timely and successful delivery of our solutions according to customer needs and concerns 
• 15% - Communicates customer issues/requests; aligns and escalates appropriately to other depts
• 10% - Updates internal database for approved customer changes  
• 15% - Properly uses all required Customer Success tools i.e. Call Center IVR, CRM, internal communication tools, maintains customer contact information, etc
• 15% - Correctly diagnose and assess execution path on customer issues, leveraging internal tools, supporting teams and industry knowledge 

% Travel required: 0

Organizational Relationship:

• Reports To: Manager, Customer Service
• 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.  
• 2-3 years experience in Call Center REQUIRED
• Ability to learn new software and systems
• 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
• Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision.
• 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 preferred