Customer Service Representative - Dispatch HVAC

Rocket Cooling • Key West, FL

15h • Onsite

About The Position

Sub-Zero, now operating under the Rocket Cooling umbrella, is seeking a highly organized, customer-focused Dispatcher to join their Key West team. This role serves as the central point of coordination for scheduling jobs, fielding calls, ordering parts, and supporting warranty processes. The ideal candidate thrives in a fast-moving environment, can juggle multiple priorities, and possesses strong attention to detail. While HVAC experience is a significant advantage, familiarity with ServiceTitan or similar dispatching platforms is also beneficial.

Requirements

• Previous experience in HVAC, plumbing, or another skilled trades office/dispatch role is strongly preferred
• 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
• 1 year of HVAC Dispatch experience (Preferred)
• 2 years of Customer service experience (Preferred)
• 1 year of Service Titan experience (Preferred)
• Ability to Relocate to Key West, FL 33040 before starting work (Required)

Nice To Haves

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed