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 $22.00 - $25.00 hourly
