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Customer Service Representative - Dispatch HVAC
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Rocket Cooling
Marathon, FL (In Person)
Full-Time
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Job Description
Customer Service Representative (CSR) - HVAC Rocket Cooling - Marathon, 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 Middle 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 Marathon, FL or committed to relocating