Customer Service Representative - Dispatch & Parts Coordinator HVAC

Customer Service Representative – Dispatch & Parts Coordinator (HVAC)

Sub-Zero | A Rocket Cooling Company
Location: Key West, FL
Job Type: Full-Time | Monday–Friday

About Us

Sub-Zero has been a trusted name in the Southern Keys HVAC market for years and now proudly operates under the Rocket Cooling umbrella.

While our roots are local, our systems, support, and resources are backed by a rapidly growing, entrepreneur-led HVAC company. We're passionate about investing in our people, embracing modern technology, and delivering an exceptional customer experience—all without the corporate red tape.

Our Key West operation is a close-knit team where everyone plays an important role. We value people who take ownership of their work, support their teammates, and genuinely care about getting the job done right.

Position Overview

We're looking for a highly organized, detail-oriented Customer Service Representative – Dispatch & Parts Coordinator to join our Key West team.

This is a critical role that keeps our technicians prepared, our customers informed, and our daily operations running smoothly.

You'll be responsible for coordinating service appointments, communicating with customers, managing parts and materials, and helping ensure our technicians have everything they need before heading out to their jobs.

A big part of your success will come from thinking ahead. We want someone who doesn't just react to what's happening throughout the day but actively prepares for tomorrow—reviewing upcoming jobs, coordinating parts, anticipating needs, and helping our field team stay productive.

You'll work closely with our technicians, General Manager, vendors, and customers to keep everything moving.

If you're someone who loves organization, enjoys solving problems, and takes pride in being the person everyone can count on, this could be a great fit.

Key Responsibilities

Dispatch & Daily Technician Coordination

• Schedule and dispatch technicians for service, maintenance, repair, and installation appointments.
• Review upcoming jobs to ensure technicians are properly prepared for each day's work.
• Coordinate parts, materials, and equipment needed for scheduled appointments.
• Help organize and stage parts so technicians can start their day efficiently.
• Communicate with technicians throughout the day regarding schedules, job updates, parts availability, and customer needs.
• Monitor the daily schedule and make adjustments to accommodate emergencies, delays, and changing priorities.
• Work closely with the General Manager to maximize technician productivity and maintain efficient operations.

Parts Ordering & Inventory Coordination

• Identify and order parts required for upcoming service and installation jobs.
• Coordinate with local suppliers and distributors regarding pricing, availability, and delivery timelines.
• Track outstanding parts orders and proactively follow up to prevent unnecessary delays.
• Notify customers and technicians when parts arrive and coordinate return appointments.
• Help maintain organization and accountability for parts and materials.
• Ensure technicians have the correct materials before leaving for scheduled jobs.
• Assist with returns, warranty parts, and vendor credits when necessary.

Customer Service & Communication

• Answer inbound customer calls with professionalism, warmth, and confidence.
• Schedule appointments and assist customers with questions about their HVAC equipment and service needs.
• Keep customers informed about appointment times, parts availability, and job progress.
• Follow up on outstanding service requests and ensure customers aren't left waiting for updates.
• Handle customer concerns with patience, professionalism, and a solutions-oriented approach.
• Help deliver the exceptional customer experience that Sub-Zero and Rocket Cooling are known for.

Warranty & Administrative Support

• Coordinate manufacturer warranty claims, including gathering documentation and communicating 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.

What We're Looking For

We're looking for someone who is organized, proactive, dependable, and genuinely enjoys supporting a team.

The ideal candidate understands that a successful day starts with preparation and that small details can make a big difference in keeping technicians productive and customers happy.

Preferred Qualifications:

• 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 is a strong advantage.
• Experience with ServiceTitan or similar field service management software is preferred.
• Experience processing manufacturer warranties or coordinating vendor returns is a plus.
• Proficiency with Google Workspace or similar office software.

Personal Qualities That Matter:

• Extremely organized: You can manage multiple jobs, parts orders, and customer requests without losing track of the details.
• Proactive: You think ahead, anticipate problems, and take action before someone has to ask.
• Dependable: Technicians and managers can count on you to follow through.
• Strong communicator: You're comfortable speaking with customers, technicians, suppliers, and management.
• Calm under pressure: You can handle a busy phone, changing schedules, and unexpected challenges without becoming overwhelmed.
• Team-oriented: You understand that your work directly contributes to the success of the technicians in the field.
• Customer-focused: You genuinely care about making sure customers receive great service.

HVAC industry experience is strongly preferred, but we're also interested in exceptional candidates from other service industries who have strong organizational skills and experience coordinating field operations.

What We Offer

• Competitive hourly pay based on experience, plus commission opportunities.
• Health, dental, and vision insurance (opt-in).
• 401(k) with company matching.
• Paid time off and holidays.
• A stable, full-time position with a Monday–Friday schedule.
• Modern technology and tools to help you succeed.
• A supportive, close-knit team with direct access to leadership and ownership.
• Opportunities for professional growth as Rocket Cooling continues expanding throughout Florida.
• A company that values initiative, recognizes hard work, and invests in its employees.

Why Join Sub-Zero?

At Sub-Zero, you're not just another person answering phones or filling a seat in an office.

You'll play an essential role in helping our technicians succeed, keeping our customers happy, and making sure our Key West operation runs efficiently.

We're a growing company with the resources and technology of a larger organization, but we haven't lost the personal relationships and teamwork that make a smaller business special.

If you're the kind of person who loves keeping things organized, takes pride in being prepared, and enjoys being the person everyone can rely on, we'd love to meet you.

Job Details

Job Type: Full-time

Location: Key West, FL 33040

Schedule: Monday through Friday

Compensation: Competitive hourly pay based on experience

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Preferred Experience:

• HVAC dispatch or service coordination: 1 year
• Customer service: 2 years
• Parts ordering or inventory coordination: 1 year
• ServiceTitan: 1 year

Work Location: In person

Relocation: Must be able to work in Key West, FL 33040, before starting employment.