CSR - Dispatcher

Jackson Streets MEP Contractors, Inc.; Oklahoma City (OK); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Team-oriented environment

Job summary

Jackson Mechanical Service in Oklahoma City, OK is seeking a detail-oriented Customer Service Representative (CSR) to support daily service operations. You will coordinate between technicians, customers, and the back office to ensure high-quality service delivery and accurate job documentation.

The role involves reviewing tickets, issuing P.O.s, preparing job details for field teams, and managing customer portals to drive timely invoicing and customer satisfaction.

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.

Responsibilities

• Review service tickets with technicians and confirm job completion details.
• Create detailed job descriptions for incoming service requests.
• Gather necessary job information to prepare technicians for calls.
• Maintain professional, clear job notes and descriptions.
• Ensure accuracy of technician summaries and service tickets.
• Verify billable items, costs, and fees for invoicing.
• Communicate with customers to schedule service and address concerns.
• Monitor customer portals and submit work orders and invoices.
• Provide coverage for other CSRs as needed.
• Escalate customer concerns when needed.

Skills

Communication skills

Customer service

Attention to detail

Multitasking

Dispatching experience

Administrative support

Education

High school diploma or equivalent

Tools

BuildOps

CRM software

Job description

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
• 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 elevate 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