Customer Advocate Specialist

US·Daytonmid

OtherCustomer Advocacy Specialist

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Quick Summary

Overview

Customer Advocate Specialist – Dayton, OH Full-Time | On-Site Are you great at solving problems, handling difficult conversations,

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OtherCustomer Advocacy Specialist

What We Offer

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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.

✓Competitive Hourly Pay – Your skills and contributions are valued.

✓Performance Bonuses & Profit Sharing – Opportunities to earn more based on individual and company performance.

✓Comprehensive Benefits – Medical, dental, and vision insurance.

✓Disability Insurance – Short-term and long-term disability coverage.

✓Life Insurance – 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 – Learn our systems, processes, and customer experience approach with support from day one.

✓PTO & Paid Sick Time – Time off to support your life outside of work.

✓Stable Full-Time Schedule – Consistent, on-site employment with a growing company.

✓Career Advancement – Opportunities to grow within customer experience, operations, leadership, and other areas of the company.

As a Customer Advocate Specialist, you'll take ownership of customer concerns and work with the right teams to get them resolved quickly and professionally. You'll also use customer feedback to identify trends, coach employees, and help improve the overall customer experience. You're not just solving problems, you're helping make Logan better.

Responsibilities

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→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.

We're looking for someone who can listen, solve problems, and take ownership, especially when dealing with challenging situations.

You'll be a strong fit if you have:

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.
HVAC knowledge preferred but not required.

Our culture is built around five core values:

P – People First – We treat everyone with respect, compassion, and care.

A – Agile – We embrace change and respond with flexibility, creativity, and purpose.

R – Radical Ownership – We take responsibility for our actions and become part of the solution.

T – Teamwork – We work together, communicate openly, and succeed as one team.

E – Excellence – We continually raise the standard and strive to exceed expectations.

At Logan Services, customer feedback matters. As a Customer Advocate Specialist, you'll have the opportunity to make a direct impact on our customers, our employees, and the way we deliver service. If you're the person people trust to step in when things get difficult, find a solution, and make things better, we want to meet you. Apply today and become part of the Logan Services team.

Logan Services, Inc. is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.