{"id":3366440,"url":"https://alion.io/job/rocket-cooling-customer-service-representative-dispatch-parts-coordinator-hvac","title":"Customer Service Representative - Dispatch & Parts Coordinator HVAC","company":{"id":4417274,"name":"Rocket Cooling","domain":"rocketcooling.com","url":"https://alion.io/company/rocketcooling","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Key West, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":87000,"period":"year","method":"role_country_seniority_unknown","sample_n":11684},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":true}],"status":"live","first_seen_at":"2026-10-27T20:36:56Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T08:40:02Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Customer Service Representative - Dispatch & Parts Coordinator (HVAC)\nSub-Zero | A Rocket Cooling Company\nLocation: Key West, FL\nJob Type: Full-Time | Monday-Friday\nAbout Us\nSub-Zero has been a trusted name in the Southern Keys HVAC market for years and now proudly operates under the Rocket Cooling umbrella.\nWhile 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.\nOur 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.\nPosition Overview\nWe’re looking for a highly organized, detail-oriented Customer Service Representative - Dispatch & Parts Coordinator to join our Key West team.\nThis is a critical role that keeps our technicians prepared, our customers informed, and our daily operations running smoothly.\nYou’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.\nA 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.\nYou’ll work closely with our technicians, General Manager, vendors, and customers to keep everything moving.\nIf 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.\nKey Responsibilities\nDispatch & Daily Technician Coordination\nSchedule and dispatch technicians for service, maintenance, repair, and installation appointments.\nReview upcoming jobs to ensure technicians are properly prepared for each day’s work.\nCoordinate parts, materials, and equipment needed for scheduled appointments.\nHelp organize and stage parts so technicians can start their day efficiently.\nCommunicate with technicians throughout the day regarding schedules, job updates, parts availability, and customer needs.\nMonitor the daily schedule and make adjustments to accommodate emergencies, delays, and changing priorities.\nWork closely with the General Manager to maximize technician productivity and maintain efficient operations.\nParts Ordering & Inventory Coordination\nIdentify and order parts required for upcoming service and installation jobs.\nCoordinate with local suppliers and distributors regarding pricing, availability, and delivery timelines.\nTrack outstanding parts orders and proactively follow up to prevent unnecessary delays.\nNotify customers and technicians when parts arrive and coordinate return appointments.\nHelp maintain organization and accountability for parts and materials.\nEnsure technicians have the correct materials before leaving for scheduled jobs.\nAssist with returns, warranty parts, and vendor credits when necessary.\nCustomer Service & Communication\nAnswer inbound customer calls with professionalism, warmth, and confidence.\nSchedule appointments and assist customers with questions about their HVAC equipment and service needs.\nKeep customers informed about appointment times, parts availability, and job progress.\nFollow up on outstanding service requests and ensure customers aren’t left waiting for updates.\nHandle customer concerns with patience, professionalism, and a solutions-oriented approach.\nHelp deliver the exceptional customer experience that Sub-Zero and Rocket Cooling are known for.\nWarranty & Administrative Support\nCoordinate manufacturer warranty claims, including gathering documentation and communicating with suppliers.\nTrack warranty parts and follow up on pending claims.\nMaintain accurate customer records, job notes, and follow-up tasks in ServiceTitan.\nAssist with service-related paperwork and administrative responsibilities.\nIdentify opportunities to improve scheduling, parts coordination, and daily workflows.\nWhat We’re Looking For\nWe’re looking for someone who is organized, proactive, dependable, and genuinely enjoys supporting a team.\nThe 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.\nPreferred Qualifications:\nPrevious experience in an HVAC, plumbing, electrical, or other skilled trades office environment.\nExperience coordinating technicians, dispatching service calls, or managing parts orders.\nFamiliarity with HVAC equipment, replacement parts, and local suppliers is a strong advantage.\nExperience with ServiceTitan or similar field service management software is preferred.\nExperience processing manufacturer warranties or coordinating vendor returns is a plus.\nProficiency with Google Workspace or similar office software.\nPersonal Qualities That Matter:\nExtremely organized: You can manage multiple jobs, parts orders, and customer requests without losing track of the details.\nProactive: You think ahead, anticipate problems, and take action before someone has to ask.\nDependable: Technicians and managers can count on you to follow through.\nStrong communicator: You’re comfortable speaking with customers, technicians, suppliers, and management.\nCalm under pressure: You can handle a busy phone, changing schedules, and unexpected challenges without becoming overwhelmed.\nTeam-oriented: You understand that your work directly contributes to the success of the technicians in the field.\nCustomer-focused: You genuinely care about making sure customers receive great service.\nHVAC 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.\nWhat We Offer\nCompetitive hourly pay based on experience, plus commission opportunities.\nHealth, dental, and vision insurance (opt-in).\n401(k) with company matching.\nPaid time off and holidays.\nA stable, full-time position with a Monday-Friday schedule.\nModern technology and tools to help you succeed.\nA supportive, close-knit team with direct access to leadership and ownership.\nOpportunities for professional growth as Rocket Cooling continues expanding throughout Florida.\nA company that values initiative, recognizes hard work, and invests in its employees.\nWhy Join Sub-Zero?\nAt Sub-Zero, you’re not just another person answering phones or filling a seat in an office.\nYou’ll play an essential role in helping our technicians succeed, keeping our customers happy, and making sure our Key West operation runs efficiently.\nWe’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.\nIf 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.\nJob Details\nJob Type: Full-time\nLocation: Key West, FL 33040\nSchedule: Monday through Friday\nCompensation: Competitive hourly pay based on experience\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nHealth insurance\nPaid time off\nVision insurance\nPreferred Experience:\nHVAC dispatch or service coordination: 1 year\nCustomer service: 2 years\nParts ordering or inventory coordination: 1 year\nServiceTitan: 1 year\nWork Location: In person\nRelocation: Must be able to work in Key West, FL 33040, before starting employment.","description_format":"text","description_chars":7779,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["HVAC & Refrigeration","Manufacturing","Home 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