CSR - Dispatcher

Customer Service Representative (CSR)Location: Oklahoma City, OK Company: Jackson Mechanical ServiceJob 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 CoordinationReview service tickets with technicians at the end of each call and workdayConfirm job completion details including return visits, parts needed, labor time, materials used, and customer signaturesEnsure all required documentation is complete and accurate before closing ticketsFollow up on after-hours or weekend calls the next business dayPurchase Order (P.O.) CreationIssue purchase orders to assigned techniciansVerify all required details including pricing, freight, approvals, and job codingPrevent ordering errors such as duplicate or misapplied purchasesJob Setup & Dispatch SupportCreate detailed and accurate job descriptions for incoming service requestsGather all necessary job information to ensure technicians are prepared for each callCommunicate clearly any unknowns or special circumstances to techniciansMaintain professionalism in all written job notes and descriptionsTicket Quality AssuranceEnsure accuracy and completeness of technician summaries and service ticketsVerify all billable items, costs, and fees are properly documentedSupport timely and accurate invoicing through high-quality ticket managementCustomer Satisfaction & EngagementCommunicate with customers to schedule service and address concernsProactively ask about additional needs or potential issuesConduct follow-up and occasional outreach calls to gather feedback and maintain relationshipsAddress and escalate customer concerns as neededCustomer Portal ManagementMonitor and respond to customer service portals in a timely mannerSubmit work orders and invoices through various customer systemsLearn and manage multiple customer-specific portal requirementsProvide coverage for other CSRs as neededQualifications:Strong communication and customer service skillsHigh attention to detail and organizational abilityAbility to multitask in a fast-paced environmentExperience with dispatching, service coordination, or administrative support preferredFamiliarity with service management software (e.g., BuildOps) is a plusWhy Join Jackson Mechanical?Team-oriented work environmentOpportunity to play a key role in operations and customer experienceGrowth and development opportunities$22.00 - $25.00 hourly