Customer Advocate Specialist
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. If you're empathetic, proactive, organized, and take ownership from start to finish, you could be a great fit at Logan Services. Since 1969, Logan Services has proudly served Ohio families and has expanded throughout Dayton, Columbus, Cincinnati, and Northern Kentucky. We've built our company by putting people first, our customers and our employees. We believe great customer experiences start with great employees. That's why we invest in training, professional development, and opportunities for career growth. Many people join Logan looking for a job and stay because they find a career.
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.
- Traditional 401(k) with a 4% company match and Roth contribution option.
- Paid Training
- PTO & Paid Sick Time
- Stable Full-Time Schedule
- Career Advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
