CSR - Dispatcher

Location: Oklahoma City, OK

About the role

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.

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

Requirements

• 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

Benefits

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

Pay

$22.00 - $25.00 hourly