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