Customer Service Representative - Dispatch & Parts Coordinator HVAC

Rocket Cooling•Key West, FL

9d•$22 - $35•Onsite

About The Position

Sub-Zero, a Rocket Cooling Company, is hiring a full-time Customer Service Representative – Dispatch & Parts Coordinator for its Key West, Florida operation. This in-person role supports technicians, customers, and daily HVAC operations by coordinating service appointments, dispatching technicians, managing parts and materials, and keeping customers informed. The role requires planning ahead by reviewing upcoming jobs, preparing parts, anticipating field-team needs, and helping technicians stay productive. The coordinator works closely with technicians, the General Manager, vendors, and customers. Duties also include parts ordering and inventory coordination, warranty claim support, customer service, maintaining accurate records and job notes in ServiceTitan, and assisting with service-related paperwork and workflow improvements. The employer describes the team as close-knit and supportive, with modern technology, direct access to leadership and ownership, and opportunities for professional growth as Rocket Cooling expands. The position is based in Key West, FL, and requires the employee to be able to work there before starting.

Requirements

Strong organizational skills and attention to detail, including the ability to manage multiple jobs, parts orders, and customer requests.
Proactive approach to anticipating needs and addressing potential problems.
Dependability and follow-through.
Strong communication skills 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.
Ability to work in Key West, FL 33040, before starting employment.
Preferred experience: 1 year in HVAC dispatch or service coordination.
Preferred experience: 2 years in customer service.
Preferred experience: 1 year in parts ordering or inventory coordination.
Preferred experience: 1 year using ServiceTitan.

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.
Proficiency with Google Workspace or similar office software.
HVAC industry experience; candidates from other service industries with strong organizational skills and field-operations coordination experience are also considered.

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 to help technicians start their workday efficiently.
Communicate with technicians about schedules, job updates, parts availability, and customer needs.
Monitor schedules and adjust them 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 about pricing, availability, and delivery timelines.
Track 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, and ensure technicians have necessary materials before scheduled jobs.
Assist with returns, warranty parts, and vendor credits as needed.
Answer inbound customer calls professionally and warmly.
Schedule appointments and assist customers with questions about HVAC equipment and service needs.
Update customers about appointment times, parts availability, and job progress.
Follow up on outstanding service requests and customer updates.
Address customer concerns patiently and with a solutions-oriented approach.
Coordinate manufacturer warranty claims, gather documentation, and communicate with suppliers.
Track warranty parts and follow up on pending claims.
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.