Customer Experience Advocate - Resolve, Coach & Improve

Different Technologies Pty Ltd.; Dayton (OH); On-site; USD 42,000 - 56,000; 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 hiring a Customer Advocate Specialist on a full-time on-site basis. You will own customer concerns, coach our CSR team, and identify opportunities to improve the overall customer experience.

Join a team that values people, ownership, and continuous growth. Expect structured training, a stable schedule, and opportunities to advance within customer experience, operations, and leadership.

Qualifications

• 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.

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 experience

Communication skills

Active listening

De-escalation

Ownership mindset

Attention to detail

Problem solving

Tools

Microsoft Word

Excel

Outlook

Job description

Logan Services in Dayton, OH is hiring a Customer Advocate Specialist on a full-time on-site basis. You will own customer concerns, coach our CSR team, and identify opportunities to improve the overall customer experience.

Join a team that values people, ownership, and continuous growth. Expect structured training, a stable schedule, and opportunities to advance within customer experience, operations, and leadership.