Customer Experience Specialist/Dispatcher

Be the heartbeat of Russell’s American Mechanical’s operations by being the first point of contact for customers, answering calls, scheduling service, and setting the tone for an exceptional experience. Dispatch HVAC, plumbing, or mechanical technicians based on skill, urgency, and location while keeping daily schedules tight and adaptable during emergencies. Communicate clearly with field technicians to ensure smooth job completion, provide real-time updates to customers with professionalism and empathy, and help de-escalate concerns to turn frustration into confidence. Support billing, job notes, and system updates to maintain accurate records, and collaborate with leadership to improve workflow, response time, and overall customer satisfaction.