CSR - Dispatcher

Customer Service Representative (CSR)

Location: Oklahoma City, OK
Company: Jackson Mechanical Service

Job Summary:
Jackson Mechanical is seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to support daily service operations. This role plays a critical part in coordinating between technicians, customers, and the back office to ensure high-quality service delivery, accurate job documentation, and overall customer satisfaction.

Key Responsibilities:

Ticket Review & Technician Coordination

• Review service tickets with technicians at the end of each call and workday
• Confirm job completion details including return visits, parts needed, labor time, materials used, and customer signatures
• Ensure all required documentation is complete and accurate before closing tickets
• Follow up on after-hours or weekend calls the next business day

Purchase Order (P.O.) Creation

• Issue purchase orders to assigned technicians
• Verify all required details including pricing, freight, approvals, and job coding
• Prevent ordering errors such as duplicate or misapplied purchases

Job Setup & Dispatch Support

• Create detailed and accurate job descriptions for incoming service requests
• Gather all necessary job information to ensure technicians are prepared for each call
• Communicate clearly any unknowns or special circumstances to technicians
• Maintain professionalism in all written job notes and descriptions

Ticket Quality Assurance

• Ensure accuracy and completeness of technician summaries and service tickets
• Verify all billable items, costs, and fees are properly documented
• Support timely and accurate invoicing through high-quality ticket management

Customer Satisfaction & Engagement

• Communicate with customers to schedule service and address concerns
• Proactively ask about additional needs or potential issues
• Conduct follow-up and occasional outreach calls to gather feedback and maintain relationships
• Address and escalate customer concerns as needed

Customer Portal Management

• Monitor and respond to customer service portals in a timely manner
• Submit work orders and invoices through various customer systems
• Learn and manage multiple customer-specific portal requirements
• Provide coverage for other CSRs as needed

Qualifications:

• Strong communication and customer service skills
• High attention to detail and organizational ability
• Ability to multitask in a fast-paced environment
• Experience with dispatching, service coordination, or administrative support preferred
• Familiarity with service management software (e.g., BuildOps) is a plus

Why Join Jackson Mechanical?

• Team-oriented work environment
• Opportunity to play a key role in operations and customer experience
• Growth and development opportunities