Customer Service Representative - Dispatch & Parts Coordinator HVAC

Rocket Cooling•Key West, FL

8d•Onsite

About The Position

Sub-Zero, a Rocket Cooling Company, is seeking an organized, detail-oriented Customer Service Representative – Dispatch & Parts Coordinator for its Key West, Florida operation. This role coordinates service appointments, communicates with customers, manages parts and materials, and helps ensure technicians are prepared for scheduled work. The position involves anticipating upcoming needs, reviewing jobs in advance, coordinating parts, and supporting the field team’s productivity. The representative works closely with technicians, the General Manager, vendors, and customers. The role also includes handling customer calls and service questions, tracking parts orders and warranty claims, maintaining customer records and job notes in ServiceTitan, and assisting with service paperwork and workflow improvements. The position is full-time, in person, and scheduled Monday through Friday. Competitive hourly pay is based on experience, with commission opportunities.

Requirements

Strong organizational skills and attention to detail.
Proactive, dependable, and able to follow through on responsibilities.
Strong communication skills when working with customers, technicians, suppliers, and management.
Ability to remain calm while handling busy phones, changing schedules, and unexpected challenges.
Team-oriented and customer-focused approach.
Proficiency with Google Workspace or similar office software.
Must be able to work in Key West, Florida 33040 before starting employment.

Nice To Haves

Previous experience in an HVAC, plumbing, electrical, or other skilled-trades office environment.
Experience coordinating technicians, dispatching service calls, or managing parts orders.
Familiarity with HVAC equipment, replacement parts, and local suppliers.
Experience with ServiceTitan or similar field service management software.
Experience processing manufacturer warranties or coordinating vendor returns.
HVAC industry experience is strongly preferred; exceptional candidates from other service industries with strong organizational skills and field operations coordination experience are also considered.
Preferred experience: one year in HVAC dispatch or service coordination.
Preferred experience: two years in customer service.
Preferred experience: one year in parts ordering or inventory coordination.
Preferred experience: one year using ServiceTitan.

Responsibilities

Schedule and dispatch technicians for service, maintenance, repair, and installation appointments.
Review upcoming jobs and coordinate parts, materials, and equipment so technicians are prepared.
Organize and stage parts for technicians and communicate schedule, job, parts, and customer updates to them.
Monitor and adjust the daily schedule for emergencies, delays, and changing priorities.
Work with the General Manager to support technician productivity and efficient operations.
Identify and order parts for upcoming service and installation jobs.
Coordinate with suppliers and distributors on pricing, availability, and delivery timelines.
Track outstanding parts orders and follow up to prevent delays.
Notify customers and technicians when parts arrive and coordinate return appointments.
Help maintain organization and accountability for parts and materials, including ensuring technicians have the correct materials before jobs.
Assist with returns, warranty parts, and vendor credits.
Answer customer calls, schedule appointments, and assist with questions about HVAC equipment and service needs.
Keep customers informed about appointment times, parts availability, and job progress; follow up on outstanding service requests.
Address customer concerns with patience, professionalism, and a solutions-oriented approach.
Coordinate manufacturer warranty claims, gather documentation, communicate with suppliers, and track pending claims and warranty parts.
Maintain accurate customer records, job notes, and follow-up tasks in ServiceTitan.
Assist with service-related paperwork and administrative responsibilities.
Identify opportunities to improve scheduling, parts coordination, and daily workflows.