Customer Service & Dispatch Manager

Lead and Build a High-Performing Customer Experience Operation

Rocket Cooling is a fast-growing, entrepreneur-led HVAC company focused on delivering an exceptional customer experience in Florida’s small and mid-sized markets.

We are not backed by private equity or a large corporation. Instead, we are two hands-on owners who built this company from the ground up with a focus on education-first service, fair pricing, and a modern approach to operations.

Our reputation has been built on reliable service, technology-driven systems, and well-trained technicians. Our customer service and dispatch teams play a critical role in delivering that experience by ensuring customers are cared for from the moment they call to the completion of their service.

As we continue to grow across Southwest Florida, we are expanding into the Naples market and looking for a strong leader to help build and guide a high-performing customer service and dispatch operation.

Rocket Cooling is seeking a Customer Service & Dispatch Manager to lead and develop our customer experience and dispatch operations in the Naples area, supporting our continued growth across Southwest Florida.

This role goes beyond traditional dispatch management.

The right candidate will play a key role in optimizing how our office uses Service Titan, dispatch workflows, and customer communication systems to create a seamless experience for both customers and technicians.

You will be responsible for leading the CSR team, maintaining strong operational procedures, and ensuring the dispatch board runs efficiently while supporting the company’s growth.

As the company expands, this role will also help identify opportunities to improve outbound efforts, booking rates, and overall operational efficiency.

This role requires someone who understands how to run a modern customer experience operation using technology and data.

You will be expected to actively monitor Service Titan dashboards, call performance, booking rates, and scheduling efficiency to ensure the board stays full and technicians stay productive.

The right candidate embraces technology and enjoys improving systems, building processes, and finding better ways to utilize tools such as Service Titan Pro products, outbound campaigns, and automation to support growth.

We are looking for someone who takes ownership of the operation, builds trust with their team, and continuously looks for ways to improve how the office runs.

• Lead, coach, and develop the customer service and dispatch team to ensure a consistent, high-quality customer experience
• Oversee inbound and outbound calls to ensure customers receive prompt, professional assistance
• Utilize Service Titan to manage scheduling, dispatching, and customer interactions efficiently
• Monitor the dispatch board to ensure technicians are scheduled effectively and the board stays properly filled
• Review and analyze recorded calls to provide coaching and improve booking performance and call quality
• Track key performance indicators such as booking rates, call performance, technician utilization, and scheduling efficiency
• Develop and maintain strong operational procedures for dispatch and customer communication
• Identify opportunities for outbound efforts to fill the board and maximize technician productivity
• Work closely with the Service Manager to ensure scheduling aligns with technician capacity and customer needs
• Develop scripts, training materials, and best practices to help CSRs handle calls effectively
• Assist in hiring, onboarding, and training new CSR team members
• Help ensure consistent systems and processes as the company continues to grow across locations

• Minimum of 3 years of leadership experience in customer service, dispatch, or call center operations
• Strong Service Titan expertise required
  , including dispatch board management, reporting, and workflow optimization
• Experience coaching CSRs using recorded calls and performance metrics
• Strong understanding of scheduling efficiency, booking performance, and technician utilization
• Experience developing operational procedures and improving office workflows
• Excel…