Operations Center Representative

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.
• Able 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 daily basis.
• Attend group meetings 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.
• Able to multitask in a fast-paced position, and prioritize situations and tasks as needed.
• Able 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.

Compensation

• $16.00 - $20.00 Per Hour

About the Team

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 benefits and active community engagement, we create an environment where every team member has the opportunity to thrive.

Learn more about Working at Wesco here and apply online today!

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 not tied to a specific vacancy. Candidates will be considered for current or future opportunities at this location.