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.