Customer Advocate Specialist

Logan A C Heat Services B29Ac6F9712D; Dayton (OH); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Performance bonuses & profit sharing

Comprehensive benefits

Disability insurance

Life insurance

401(k) retirement plan

Paid training

PTO & paid sick time

Stable full-time schedule

Career advancement

Job summary

Logan Services in Dayton, OH, is seeking a Customer Advocate Specialist to own escalated customer concerns, follow up after HVAC installations, and coach the CSR team to improve the overall customer experience.

You'll identify trends from feedback, track KPIs, and work with teams to implement solutions that enhance service quality. This full-time, on-site role offers opportunities for growth and development within a growing company.

Qualifications

• 3–5 years of customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong active listening, problem-solving, and de-escalation skills.

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.

Skills

Customer service

Active listening

Problem solving

De-escalation

Communication

Ownership

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Customer Advocate Specialist – Dayton, OH

Full-Time | On-Site

Are you great at solving problems, handling difficult conversations, and helping people? 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.

Why Join 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.

What We Offer

• 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.

The Big Task

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.

What You'll Do

• 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.

What We're Looking For

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 PARTE Values

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.

Build a Career, Not Just a Job

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.

Equal Opportunity Employer

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.