Operations Center Representative - Data Center (2nd Shift)

Wesco; Maryland Heights (MO); On-site; USD 42,000 - 58,000; Full time

Job summary

Ascent (now part of Wesco) seeks an Operations Center Representative for our 24/7 support team, serving as the first contact for technicians, vendors, and clients. You will manage service order tickets, dispatch field personnel, and respond to high volumes of calls and emails with a strong focus on customer service.

The role requires excellent communication, attention to detail, and the ability to thrive in a fast-paced, mission-critical environment.

Qualifications

• Excellent customer interaction, verbal and written skills.
• Relaying detailed, time-sensitive information via professional email.
• Proficient in MS Office Suite.

Responsibilities

• Answer calls from technicians, vendors, and clients in a 24/7 Operations Center.
• Modify service order tickets with updated information while providing high level of client interaction.
• Escalate calls based on urgency of the emergency issue.
• Document transactions in multiple systems.
• Monitor and respond to high-volume email with strong customer service.
• Dispatch technicians to data center and hub locations nationwide.
• Adapt to changing procedures and follow escalation protocols.
• Become proficient in day-to-day software used by the Operations Center.
• Attend group meetings to discuss processes and procedures.
• Additional duties as assigned.

Skills

Customer service

Communication

Multitasking

Attention to detail

MS Office

Education

High school diploma or equivalent

Tools

Remedy

MS Office Suite

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. Hours for the position will be 2nd Shift, 2:00 PM - 12:00 AM, on a Wednesday - Saturday schedule.

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

Requirements:

• 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+ 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

#LI-JT1

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.For eligible positions, compensation may include participation in a bonus or sales incentive plan,subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here.

At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefitsand active community engagement, we create an environment where every team member has the opportunity to thrive. Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.

Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

This posting is for a current, active vacancy intended for immediate hire.