Customer Service Representative - Dispatch HVAC

Customer Service Representative (CSR) – HVAC
Rocket Cooling – Key Largo / Tavernier, FL

Are you the person who keeps everything organized when things get busy?

Do you take pride in following through—making sure parts are ordered, jobs are scheduled, and nothing falls through the cracks?

Do you go above and beyond to create a great experience for customers?

If so, you may be a great fit for Rocket Cooling in the Upper Keys.

About Us

Rocket Cooling is a fast-growing HVAC company focused on delivering a high-end customer experience through strong communication, organization, and modern technology.

In Key Largo and Tavernier, we are building a tight-knit team that supports both technicians and customers at a high level. This is not a corporate environment with layers of red tape. Our team works closely together, communicates openly, and takes pride in doing things the right way.

Position Overview

We're looking for a highly organized, customer-focused CSR to support daily operations. This role plays a critical part in keeping jobs moving—handling scheduling, coordinating technicians, ordering parts, and ensuring a smooth experience for every customer.

This is a fast-paced position that requires attention to detail, strong communication, and the ability to manage multiple priorities at once.

Key Responsibilities

• Answer inbound customer calls with professionalism and a positive attitude
• Schedule and dispatch technicians for service, maintenance, and install calls
• Monitor and adjust the schedule throughout the day for efficiency
• Order parts for service and install jobs and follow up to ensure timely delivery
• Track parts and job status to ensure nothing falls through the cracks
• Communicate with technicians to keep them informed and prepared
• Maintain accurate notes and job updates in ServiceTitan
• Assist with warranty processing and coordination when needed
• Proactively follow up with customers on scheduling, parts, and job completion
• Help create a smooth, high-quality experience from first call to job completion

What We're Looking For

• Experience in HVAC, plumbing, or skilled trades office/dispatch preferred
• Experience with ServiceTitan or similar software is a plus
• Strong organizational and multitasking skills
• Clear and confident communication skills
• Experience with parts ordering, vendor coordination, or warranties is a strong plus
• Detail-oriented with strong follow-through
• Calm, professional, and solution-focused under pressure
• Team-oriented with a strong work ethic

Compensation & Benefits

• Competitive hourly pay based on experience
• Performance-based incentives available
• 401(k) with company match
• Health, dental, and vision insurance
• Paid time off and holidays
• Supportive, team-oriented environment
• Opportunities for growth as we expand in the Keys

Location Requirements

• Must be located in or near Key Largo / Tavernier, FL or committed to relocating
• Work Location: In person

Join Our Team

If you're someone who takes pride in organization, follow-through, and delivering a great customer experience, we'd love to talk. Join Rocket Cooling and help us build a strong, reliable team in the Upper Keys.