HVAC Customer Service Representative

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

Are you tech savvy and quick to pick up new systems like ServiceTitan or Google Workspace?

Do you enjoy staying organized, solving problems, and making customers feel truly valued?

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

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

You will be supported by a dedicated CSR Manager who runs a structured, hands on training program. This program covers systems, call handling standards, outbound calling workflows, and customer communication so you are never left guessing and can grow confidently in your role from day one.

Responsibilities

• Deliver a world class customer experience by answering incoming calls promptly, professionally, and confidently.
• Make consistent outbound calls to:
  • Follow up with recent customers
  • Schedule service and maintenance appointments
  • Reconnect with unscheduled or past due maintenance customers
  • Educate customers on Rocket Cooling membership benefits and renewals
• Proactively identify scheduling gaps and help fill the board through outbound outreach.
• Accurately manage customer information, job details, and technician scheduling within our CRM system. ServiceTitan experience is a major plus.
• Promote and explain Rocket Cooling membership options, helping customers understand long term value.
• Maintain organized and accurate records while protecting customer confidentiality.
• Participate in a formal CSR training program led by our CSR Manager, including onboarding, system training, call coaching, and ongoing performance support.
• Work closely with technicians, service managers, and other Rocket Cooling locations to ensure smooth daily operations in Southwest Florida.

Skills and Qualifications

• 2 or more years of customer service or administrative experience. HVAC, trades, or service industry experience strongly preferred.
• Experience with ServiceTitan or other CRM platforms preferred.
• Excellent communication skills with strong phone etiquette and a friendly, professional demeanor.
• Comfortable with technology and quick to learn new systems and workflows.
• Highly organized with the ability to multitask in a fast paced environment.
• Dependable, motivated, and committed to delivering an outstanding customer experience.

Pay and Benefits

• Competitive hourly pay of $20.00 to $28.00 per hour, based on experience.
• Commission based incentives tied specifically to membership sales.
• Comprehensive benefits package including:
  • 401(k) with company matching
  • Health, dental, and vision insurance
  • Paid time off
• Structured CSR training program led by our CSR Manager with ongoing coaching and development.
• Opportunity to grow with a rapidly expanding, entrepreneur driven HVAC company.

Work Schedule

• Full time position
• Monday through Friday, 8 hour shifts
• Based in our Lehigh Acres, Southwest Florida office

Join Our Team

If you are professional, motivated, and passionate about delivering exceptional customer experiences, apply today to join Rocket Cooling, where our service is truly out of this world.

Job Type: Full time

Experience Requirements:

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