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