Customer Advocate Specialist

About the role

Logan Services is seeking a Customer Advocate Specialist to own and resolve customer concerns, coach the CSR team, and drive improvements in the overall customer experience.

Key responsibilities

• Handle escalated customer issues 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, report trends, and audit calls to coach CSRs.
• Identify recurring issues and recommend solutions to improve the customer experience.

Required profile

• 3–5 years of customer service experience (preferred).
• Excellent verbal and written communication skills.
• Strong active listening, problem‑solving, and de‑escalation abilities.
• Positive, professional attitude in challenging situations.
• Highly organized with attention to detail and follow‑through.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive hourly pay with performance bonuses and profit sharing.
• Comprehensive medical, dental, vision, disability, and life insurance.
• 401(k) plan with 4% company match and Roth option.
• Paid training, PTO, and paid sick time.
• Stable full‑time onsite schedule and career advancement opportunities.