Customer Service Representative - Dispatch HVAC
About The Position
We’re looking for a highly organized, customer-focused Dispatcher to join our Key West team. In this role, you'll be the central point of coordination for scheduling jobs, fielding calls, ordering parts, and supporting warranty processes—all while ensuring our customers have a smooth and positive experience from start to finish. This position is ideal for someone who thrives in a fast-moving environment, can juggle multiple priorities, and takes pride in their attention to detail. HVAC experience is a huge plus, especially if you're familiar with ServiceTitan or similar dispatching platforms.
Requirements
- Clear, confident communicator who’s comfortable talking with customers and technicians alike
- Strong organizational and multitasking skills—you can manage moving parts without dropping details
- Proficient in Google Workspace or similar tools (Docs, Sheets, Calendar, etc.)
- A calm, friendly, and professional demeanor—even when things get busy
- Someone who enjoys being part of a team, takes pride in their role, and genuinely wants to create a great customer experience
- Ability to Relocate to Key West, FL 33040 before starting work (Required)
Nice To Haves
- Previous experience in HVAC, plumbing, or another skilled trades office/dispatch role is strongly preferred
- Experience with ServiceTitan or similar field service software is a plus
- Experience handling warranty claims, parts coordination, or vendor follow-up is a strong bonus
Responsibilities
- Answer inbound customer calls and respond to inquiries with professionalism and warmth
- Schedule and dispatch technicians for service, maintenance, and installation calls
- Monitor and adjust the schedule throughout the day to ensure efficiency and coverage
- Track and process manufacturer warranties, including gathering documentation and coordinating with suppliers
- Order and follow up on parts needed for service and install jobs
- Communicate with technicians in the field to ensure they are prepared, informed, and equipped for the day’s work
- Utilize ServiceTitan to manage dispatching, customer records, and job progress (training provided if needed)
- Keep detailed, accurate notes and follow-up tasks to avoid dropped balls or delays
- Assist in creating a smooth, high-quality experience for customers—before, during, and after the job
- Collaborate with the General Manager and team leads to identify opportunities for improvement and growth
Benefits
- Competitive hourly pay based on experience and commission
- Health, dental, and vision insurance (opt-in)
- 401(k) with company matching
- Paid time off and holidays
- A stable role with room to grow as we expand in the Keys
- Supportive, small-team environment with direct access to ownership and leadership
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
