Customer Service Representative (CSR)

JOB SUMMARY:

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:

• Support customer relationship management efforts

• 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.

About Gallo Mechanical

Founded in 1945, Gallo Mechanical is a premier mechanical construction and service provider headquartered in New Orleans, bringing more than 80 years of experience delivering mission-critical HVAC and plumbing solutions across the Southeastern United States-from Houston to the Carolinas. Guided by its values of family, service, and performance, Gallo maintains an unwavering commitment to its people and proudly serves healthcare, hospitality, education, industrial, and high-tech markets with a strong focus on safety, quality, and customer satisfaction.

Inclusive Employer

Our number one focus will always be our people. Gallo Mechanical welcomes employees from varied backgrounds and walks of life, and it's reflected in our diverse community. Gallo Mechanical is proud to be an equal opportunity employer and is committed to administering personnel actions, including hiring, training, promoting and compensating its employees, without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law.

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.

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