Operations Center Representative

CSS; St. Louis (MO); On-site; USD 42,000 - 54,000; Full time

Job summary

Ascent, now part of Wesco, delivers mission-critical facility solutions across North America. The Operations Center Representative supports a 24/7 environment, acting as first contact for technicians, vendors, and clients, handling service orders, dispatching field staff, and managing high volumes of calls and emails with exceptional service.

Ideal candidates bring strong communication, attention to detail, and the ability to thrive in a fast-paced, process-driven setting, with experience in

Qualifications

• High school degree or equivalent; bachelor\'s degree preferred.
• Excellent customer interaction, verbal and written skills.
• Proficient in MS Office Suite.
• Attention to detail and ability to multitask in a fast-paced environment.

Responsibilities

• Answer calls from technicians, vendors, and clients 24/7.
• Modify service order tickets with updated information.
• Escalate calls based on urgency.
• Document transactions and interactions in multiple systems.
• Monitor and respond to high-volume emails with great service.
• Dispatch technicians to data center and hub locations nationwide.
• Adapt to changing procedures while following escalation protocols.
• Become proficient in the Operations Center software packages.
• Attend group meetings to discuss processes and procedures.
• Perform additional duties as assigned.

Skills

Customer service

Communication skills

MS Office

Multitasking

Attention to detail

Data entry

Time management

Education

Bachelor\'s degree in Business Administration or related field

High school diploma or equivalent

Tools

Remedy

Job description

Ascent, now part of Wesco, is a leading provider of mission-critical facility solutions across North America. With deep expertise in data center development, engineering, and operations, Ascent supports thousands of sites for top-tier clients, delivering reliable performance and innovative technology. As part of the Wesco family, Ascent continues to set the standard for safety, service, and operational excellence in the critical infrastructure sector.

The Operations Center Representative plays a key role in a 24/7 support environment, serving as the first point of contact for technicians, vendors, and clients. This role involves managing service order tickets, dispatching field personnel, and responding to high volumes of calls and emails with a strong focus on customer service and accuracy. Representatives are responsible for documenting interactions, escalating urgent issues, and adapting to evolving procedures and technologies. Success in this position requires excellent communication skills, attention to detail, and the ability to thrive in a fast-paced, mission-critical setting.

Responsibilities

• Answer calls from technicians, vendors, and clients in a 24/7 Operations Center.
• Modify service order tickets with updated information while providing the highest level of client interaction.
• Escalate calls based on urgency of the emergency issue.
• Document transactions and interactions with customers and vendors in multiple systems.
• Monitor and respond to high volume e-mail while providing the highest level of customer service.
• Dispatch technicians to data center and hub locations nationwide.
• Ability to adapt to changing procedures and processes while following escalation procedures and established protocols.
• Become proficient in the use of software packages the Operations Center utilizes on a day-to-day basis.
• Attend group meeting to discuss Operations Center processes and procedures.
• Additional duties as assigned.

Qualifications

• High school degree or equivalent required; Bachelor's degree in Business Administration or a related field preferred.
• Excellent customer/client interaction, verbal and written skills, and prioritization skills.
• Prior experience with relaying detailed, time-sensitive information in professional email format.
• Proficient in MS Office Suite.
• Excellent communication skills to interact professionally with teammates, clients, technicians and vendors.
• Strong Attention to detail is required for this position.
• Ability to multitask in a fast-paced position, and prioritize situations and tasks as needed.
• Ability to navigate quickly through databases and spreadsheets to access pertinent information.
• 2 plus years of experience in a fast-paced environment such as retail or clerical/administrative experience preferred.
• A knowledge of critical and non-critical equipment including Uninterruptible Power Supply (UPS), Power Distribution Units (PDU), Emergency Generator, Fuel Oil Systems, Circuit Breakers, Substations and Computer Room Air Condition Units is a plus.
• Experience in change management or work order management software, preferably Remedy, is a plus.