Customer Experience Specialist/Dispatcher

Job Description

Job Description

Customer Experience Specialist / Dispatcher

Russell’s American Mechanical

At Russell’s American Mechanical , we don’t just answer phones—we create smooth days for customers and keep our field teams moving like a well-tuned system. If you thrive in a fast-paced environment, love solving problems, and can turn chaos into calm with a single call, this role was built for you.

You’ll be the heartbeat of our operations—connecting customers, technicians, and solutions in real time while delivering an experience that feels effortless, professional, and genuinely helpful.

What You’ll Do

• Be the first point of contact for customers—answer calls, schedule service, and set the tone for an exceptional experience
• Dispatch HVAC, plumbing, or mechanical technicians based on skill, urgency, and location
• Keep daily schedules tight, efficient, and adaptable when emergencies pop up (because they will)
• Communicate clearly with technicians in the field to ensure jobs are completed smoothly
• Provide real-time updates to customers with professionalism and empathy
• Help de-escalate customer concerns and turn frustration into confidence
• Support billing, job notes, and system updates to keep operations clean and accurate
• Work closely with leadership to improve workflow, response time, and customer satisfaction

What Makes You a Great Fit

• Strong communication skills—you’re calm, clear, and confident on the phone
• Natural multitasker who can juggle scheduling, dispatching, and customer needs
• Problem-solver who doesn’t freeze when things get busy (you get sharper)
• Experience in dispatching, call center, HVAC/plumbing, or service-based industry preferred
• Comfortable with scheduling software and learning new systems quickly
• Team player who understands that great service starts with great coordination

Why Russell’s American Mechanical

• A fast-moving, high-impact role where no two days look the same
• Direct connection to field teams and real operational impact
• A company culture that values responsiveness, teamwork, and pride in craftsmanship
• Opportunity to grow within a respected mechanical services organization
• Your work directly improves customer comfort and trust every single day

#ZREEOC Statement

Russell’s American Mechanical is an Equal Opportunity Employer. We are committed to fostering an inclusive and respectful workplace and do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.