Manage and resolve all incoming service requests and operational issues that occur after the services are active for the Mid-Market customer base.
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.
Respond promptly and expertly to internal communications regarding complex service issues.
Maintain current expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers.
Serve as the main point of contact for external hauling partners, communicating customer needs and coordinating scheduling updates.
Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are configured to deliver the agreed-upon solutions.

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.
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 skills.

Service Operations Representative

Key skills