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Operations Center Representative

CSS
St. Louis, USA
Full-time
Mid · 2+ years experience
Onsite
USD 16-20 hourly / hour
Discovered 6 days ago
RemedyMS Office Suite
Free

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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.

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