Customer Service Representative

Hours for position: 8am - 5pm EST OR 9am - 6pm EST

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: Customer Service Manager
• 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

• 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 (KA) / Louisiana (LA) / Maine (ME) / Montana (MT) / Nebraska (NE) / Nevada (NV) / New Mexico (NM) / North Dakota (ND) / South Dakota (SD) / Vermont (VT) / Wyoming (WY) 

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.