Customer Advocate Specialist
Logan A/C & Heat Services•Dayton, OH
•Onsite
About The Position
Logan Services is looking for a Customer Advocate Specialist to help resolve customer concerns, follow up with customers, coach our CSR team, and identify opportunities to improve the customer experience. This role involves taking ownership of customer concerns, working with the right teams to get them resolved quickly and professionally, and using customer feedback to identify trends, coach employees, and improve the overall customer experience. The goal is to not just solve problems, but to help make Logan Services better.
Requirements
- 3–5 years of customer service experience preferred.
- Excellent verbal and written communication skills.
- Strong active listening, problem-solving, and de-escalation skills.
- A positive, professional attitude when handling difficult situations.
- Strong organization, attention to detail, and follow-through.
- Experience with Microsoft Word, Excel, and Outlook.
Nice To Haves
- HVAC knowledge preferred but not required.
Responsibilities
- Handle escalated customer concerns with empathy, professionalism, and urgency.
- Follow up with customers after new HVAC installations and during their first year of ownership.
- Respond to customer reviews and proactively address negative experiences.
- Track open escalations, expenses, and courtesy gift cards.
- Attend weekly escalation meetings and provide updates on outstanding concerns.
- Track customer experience KPIs and report on trends and recurring issues.
- Audit customer calls and coach CSRs on communication, problem-solving, and service recovery.
- Identify recurring issues and recommend solutions that improve the customer experience.
- Maintain confidentiality and demonstrate Logan's PARTE values in every interaction.
Benefits
- Competitive Hourly Pay
- Performance Bonuses & Profit Sharing
- Medical, dental, and vision insurance
- Short-term and long-term disability coverage
- Voluntary life insurance plus 100% company-paid group term life and AD&D coverage
- 401(k) Retirement Plan – Traditional 401(k) with a 4% company match and Roth contribution option.
- Paid Training
- PTO & Paid Sick Time
- Stable Full-Time Schedule
- Career Advancement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
