Customer Success Coordinator / Route / Dispatch
📍 Federal Way, WA | 💼 Full-Time (Mon–Fri) | 💲 $50k–$63k Base + Bonuses
💥 Grow. Support. Succeed.
At Fikes, we don’t just offer jobs—we build meaningful careers.
The Customer Success Coordinator / Route & Dispatch plays a critical role in delivering an exceptional customer experience while ensuring efficient daily field operations. This position serves as the primary liaison between customers, technicians, and internal teams—coordinating service schedules, managing routes, and proactively resolving issues to support customer satisfaction and operational excellence.
The ideal candidate is highly organized, detail-oriented, customer-focused, and thrives in a fast-paced environment.
Key Responsibilities
Customer Success & Communication
- Serve as a primary point of contact for customers via phone, email, and internal systems
- Schedule, confirm, and adjust service appointments to meet customer needs
- Proactively communicate service updates, delays, or changes
- Resolve customer concerns with professionalism and a solutions-oriented approach
- Maintain accurate customer records and service notes
- Create, optimize, and manage daily technician routes for efficiency and timeliness
- Dispatch technicians and monitor progress throughout the day
- Respond to schedule changes, emergencies, or route disruptions in real time
- Coordinate closely with field staff to ensure clear communication and accountability
- Support service completion tracking and follow-up
- Maintain accurate scheduling, routing, and service data in company systems
- Assist with workload balancing and capacity planning
- Support billing, reporting, or service documentation as needed
- Follow established procedures while identifying opportunities for improvement
Required
- High school diploma or equivalent
- 2+ years of experience in customer service, scheduling, dispatch, or coordination roles
- Strong verbal and written communication skills
- Proficiency with scheduling software, CRM systems, and Microsoft Office (or similar tools)
- Excellent organizational skills with the ability to multitask and prioritize
- Ability to remain calm and effective in a fast-paced, time-sensitive environment
- Experience in field service, pest control, HVAC, or route-based service industries
- Dispatch or logistics experience
- Familiarity with route optimization or scheduling software
- Customer success or account coordination experience
- Customer-first mindset
- Strong problem-solving and decision-making skills
- Attention to detail and accuracy
- Adaptability and resilience
- Team-oriented with a collaborative approach
- Competitive pay based on experience
- Comprehensive benefits package (health, dental, vision, etc.)
- Paid time off and holidays
- Opportunities for growth and professional development
- Supportive team environment with a focus on service excellence
We actively seek a diverse pool of candidates from a variety of backgrounds, and multicultural candidates are encouraged to apply. We are an equal opportunity employer. All employees and potential employees will be recruited, selected, trained, promoted, and, if necessary, disciplined without regard to sex, race, religion, creed, marital status, age, national origin, ancestry, color, sexual orientation, gender identity or expression, political ideology or activity, disability, honorably discharged veteran or military status. All applicants are carefully screened and full consideration is given to their training, education, skills, aptitudes, experience, and previous work record. In addition, we do not discriminate on the basis of genetic information in its employment related policies and practices, including coverage under its health benefits program. You must be able to pass a drug screening and criminal background check.