Customer Service Representative - Dispatch & Parts Coordinator HVAC

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

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.

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.

• 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.

• 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.

• 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…