HVAC Customer Service Representative

Do you love helping people and creating a great first impression?

Are you tech savvy and quick to pick up systems like ServiceTitan, Google Workspace, or modern scheduling software?

Do you enjoy staying organized, solving problems, managing moving pieces, and making customers feel genuinely taken care of?

If so, you might be the perfect fit for our growing team at Rocket Cooling.

Rocket Cooling is a fast growing HVAC company proudly serving Southwest Florida and surrounding communities. Founded and operated by two hands on entrepreneurs, we are not a big corporate chain. We are a local, people focused company that moves quickly, values accountability, embraces technology, and puts customer experience first.

We are excited to officially open our new Naples office after already serving the area successfully for years. This role is a unique opportunity to help support and grow a new location while still having the backing, systems, and support structure of an established company.

You will work alongside an experienced leadership team and be supported by our structured CSR training program led by our CSR Manager and existing Lehigh Acres support staff. You will never be left guessing and will have ongoing coaching, system training, and operational support from day one.

Responsibilities

• Deliver a world class customer experience by answering incoming calls professionally, confidently, and efficiently
• Manage and assist with the daily dispatch board, helping coordinate technicians and appointments effectively
• Schedule service, maintenance, and installation appointments while maximizing board efficiency
• Make outbound calls to:
  • Follow up with recent customers
  • Schedule overdue maintenance visits
  • Reconnect with unscheduled customers
  • Promote Rocket Cooling membership renewals and benefits
• Assist with parts ordering, equipment coordination, and job support when needed
• Communicate clearly with technicians, managers, and customers to ensure smooth daily operations
• Accurately manage customer information, scheduling, invoices, and job notes within ServiceTitan and company systems
• Help identify scheduling opportunities and assist in keeping the board full and organized
• Maintain organized records and uphold a high level of professionalism and confidentiality
• Participate in ongoing CSR and operational training programs

Skills and Qualifications

• 2+ years of customer service, dispatching, administrative, or office coordination experience required
• HVAC, trades, home service, or service industry experience strongly preferred
• Experience with dispatch boards or scheduling coordination is highly preferred
• ServiceTitan experience is a major plus
• Parts ordering or inventory coordination experience is a plus
• Excellent communication skills with strong phone etiquette
• Comfortable using technology and learning new systems quickly
• Highly organized with strong multitasking abilities
• Ability to stay calm and efficient in a fast paced environment
• Dependable, motivated, and team oriented mindset

Pay and Benefits

• Competitive hourly pay: $20.00 – $28.00 per hour based on experience
• Commission and incentive opportunities tied to memberships and performance
• Comprehensive benefits package including:
  • 401(k) with company match
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off
• Structured training and ongoing development
• Opportunity to grow with a rapidly expanding HVAC company

Work Schedule

• Full time
• Monday through Friday
• 8 hour shifts
• Based in our new Naples office

Join Our Team

If you are organized, motivated, professional, and passionate about delivering exceptional customer experiences, we would love to hear from you.

Join Rocket Cooling and help us continue building something special in Naples — where our service is truly out of this world.

Job Type: Full-time

Experience Requirements

• Customer service: 2 years required
• Dispatching or scheduling coordination: 1 year preferred
• Trades or service industry: 1 year preferred
• CRM software: 1 year required
• ServiceTitan: 1 year preferred