Customer Advocate Specialist na Logan A/C & Heat Services

Customer Advocate Specialist- On-site

Logan A/C & Heat Services 

57 reviews 

Vandalia, OH 45377 

Full-time 

Position Summary: The Customer Advocate Specialist serves as a trusted advocate for both our customers and our team members. In this role, you will handle customer escalations with empathy and urgency, ensuring concerns are resolved quickly and thoroughly. You’ll also conduct happy calls with customers following new HVAC installs or during their first year of ownership to learn about their experience and to uncover coaching opportunities, identify potential concerns early, and highlight areas where we can celebrate success. By taking ownership of these situations and working with the appropriate teams, you will help ensure timely resolutions and a smoother experience for our customers. With a people-first mindset and commitment to excellence, you will play a key role in strengthening customer trust and improving our service delivery.

Essential Duties and Responsibilities:

· Handle escalated customer calls in the moment, resolving concerns promptly and with empathy. When immediate response is not possible, manage follow-up tasks to ensure timely resolution and consistent communication with the customer.

· Conduct proactive customer “check-in” calls for all new HVAC installs, new & warranty customers within their first year of ownership to assess satisfaction, identify potential concerns, and uncover coaching opportunities.

· Attend weekly escalations meetings to provide updates on outstanding customer issues and ensure accountability for resolution.

· Respond to customer reviews across multiple platforms, proactively reach out to customers who share negative experiences, escalate concerns to leadership when appropriate, and share feedback with both field and office teams.

· Track and maintain a log of all open escalations, including associated expenses; manage the courtesy Gift Card tracker to ensure proper issuance and documentation.

· Track and report KPI's such as resolution turnaround time, customer satisfaction scores, and escalation trends; prepare and present a quarterly overview of trends, highlighting recurring themes and recommending actionable improvements.

· Audit recorded customer calls and use findings to coach and support CSRs on handling issues effectively and preventing escalations.

· Design, implement, and deliver customer experience training sessions for office staff to strengthen communication, problem-solving, and service recovery skills.

· Hold weekly check-ins with field team management to review outstanding customer concerns and identify where technical support or process improvements are needed.

· Collaborate with service and scheduling teams to resolve field- or process-related issues impacting customer satisfaction.

· Maintain a “people-first” approach in every interaction, demonstrating ownership, teamwork, and agility in all responsibilities.Performs other duties as assigned

Competencies:

· Customer Service Oriented (People First) – Demonstrates empathy, relates well with others, and is eager to help customers, ensuring every interaction reflects a positive experience.

· Positivity (Teamwork & Agility) – Maintains a constructive attitude even during challenging situations, supporting a collaborative and adaptable team environment.

· Communication (Excellence) – Clearly conveys information and always initiates or responds in an appropriate, timely, and comprehensive manner.

· Active Listening (People First) – Gives full attention to others, seeks to fully understand concerns, asks thoughtful questions, and responds appropriately.

· Confidentiality (Excellence) – Handles all customer communications and sensitive information responsibly, maintaining trust and integrity.

· De-escalation (People First & Excellence) - Demonstrates strong conflict-resolution skills by calming upset customers, reframing situations positively, and guiding them toward solutions.

· Self-Motivated & Proactive (Radical Ownership) – Identifies opportunities for improvement, takes initiative, and follows through to provide support or solutions without prompting.

· Sense of Urgency (Agility & Radical Ownership) – Acts promptly and decisively, balancing speed with sound judgment to resolve issues efficiently.

· Mentoring (Teamwork & People First) – Coaches and supports Customer Service Representatives, helping them manage issues effectively and prevent escalations.

Experience and Requirements:

· 3-5 years Customer Service experience

· HVAC knowledge (Not required but preferred)

· Knowledge of Word Processing software. Microsoft Excel, Word, and Outlook

· Excellent written and oral communication skills