Customer Service Representative (CSR)

Gallo Mechanical, LLC; New Orleans (LA); On-site; USD 34,000 - 50,000; Full time

Job summary

Gallo Mechanical, LLC in New Orleans, LA is seeking a Customer Service Representative to coordinate service calls, dispatch technicians, and act as the primary liaison among customers, technicians, and internal teams. The CSR will help ensure timely service delivery, accurate documentation, and high customer satisfaction by supporting scheduling, billing, and related operations.

This role emphasizes preparation of daily schedules, review of technician time entries, and collaboration with other

Qualifications

• High school diploma or equivalent required; associate degree or relevant coursework preferred.
• 2+ years of experience in customer service, dispatch, administrative, or service coordination, preferably in construction, mechanical, HVAC, or field service.
• Experience coordinating schedules and supporting field technicians in a fast-paced environment.
• Strong customer service skills with the ability to handle concerns and resolve issues.
• Proficiency in Microsoft Office and service management/ERP systems.

Responsibilities

• Answer service-related phone calls and emails promptly and professionally.
• Address and resolve customer inquiries, complaints, and service issues.
• Communicate scheduling changes, delays, or job-related concerns with customers and technicians.
• Coordinate, schedule, and dispatch service calls to optimize technician utilization and customer satisfaction.
• Serve as the primary liaison between customers and service technicians for accurate information flow.
• Prepare and distribute daily service technician schedules by 4:30 p.m. for the following business day.
• Provide administrative support including creation and review of purchase orders and management of work orders.
• Review and correct technician time entries; escalate unresolved items to the Service Manager.
• Monitor open service work orders, especially quoted jobs, to ensure timely completion and commitments.
• Schedule and book approved quoted service jobs and maintain documentation in company systems.
• Maintain records related to customer requests, service performed, charges, dispatch activity, and related documents.
• Collaborate with Billing Analyst to manage open purchase orders and follow up on outstanding ones.

Skills

Customer service

Dispatch coordination

Administrative support

Service coordination

MS Office

Organizational skills

Time management

Communication skills

Education

High school diploma

Associate degree preferred

Tools

ERP systems

Service management software

Dispatch software

Job description

The Customer Service Representative (CSR) is responsible for supporting the daily operations of the service department by coordinating service calls, dispatching technicians, and serving as a primary point of contact between customers, technicians, and internal teams.

This role plays a critical part in ensuring timely service delivery, accurate documentation, and a high level of customer satisfaction. The CSR works closely with service technicians, service management, and billing to support efficient workflow, resolve issues, and maintain accurate service and purchasing records.

RESPONSIBILITIES:

• Answer all service-related phone calls and emails in a timely and professional manner:
• Address and resolve customer inquiries, complaints, and service issues.
• Communicate proactively with customers and service technicians regarding scheduling changes, delays, or job-related concerns.
• Coordinate, schedule, and dispatch service calls to ensure optimal technician utilization and customer satisfaction.
• Act as the primary communication liaison between customers and service technicians to facilitate accurate information flow and issue resolution.
• Prepare and distribute daily service technician schedules by 4:30 p.m. for the following business day.
• Provide administrative and operational support to service technicians, including:
• Creation and review of purchase orders.
• Assignment and management of work orders.
• Review and correct technician time entries as needed to ensure accuracy.
• Escalate unresolved or missing time entries from the prior day to the Service Manager.
• Monitor service work orders, particularly quoted jobs, to ensure timely completion and adherence to customer commitments.
• Schedule and book all approved quoted service jobs.
• Complete required documentation and perform accurate data entry within company systems.
• Maintain accurate records and files related to customer requests, service work performed, charges, dispatch activity, and related documentation.
• Collaborate with the Billing Analyst to manage open purchase orders.
• Review the division’s open purchase order report on a monthly basis and follow up on purchase orders requiring receipt or closure.

IDEAL QUALIFICATIONS & EXPERIENCE:

• High school diploma or equivalent required; associate degree or relevant coursework preferred.
• 2+ years of experience in a customer service, dispatch, administrative, or service coordination role, preferably within a construction, mechanical, HVAC, or field service environment.
• Experience coordinating schedules and supporting field technicians in a fast-paced environment.
• Strong customer service skills with the ability to professionally handle customer concerns and resolve issues.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and experience working within service management, dispatch, or ERP systems.
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• High attention to detail and accuracy, particularly with data entry, time corrections, and purchase order management.
• Effective verbal and written communication skills, with the ability to work collaboratively across departments.
• Ability to work independently while maintaining accountability and follow-through.
• Familiarity with purchase orders, work orders, billing coordination, and service documentation preferred.

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job related disability, or any other protected group status.