Customer Retention & GHL Specialist

Customer Retention & GHL Specialist - (HR56445)

Location: Remote (Philippines Sourcing Focus)

Salary Range: 1000 -1200 USD/month

Work Schedule: Monday to Friday; 9:00 AM – 6:00 PM (EST) 

NOTE: INDEPENDENT CONTRACTOR POSITION

About the Company:

Sagan represents a US-based organization operating multiple business entities, with a strong emphasis on clean financial records, process consistency, and accurate reporting. The team values reliability, attention to detail, and disciplined execution.

Position Overview:

We are seeking a warm, detail-oriented Customer Retention & GHL Specialist to own the customer relationship in the critical window right after a job is completed. This person will make outbound calls to recent customers, capture reviews at the moment of highest goodwill, and generate referral leads, building and managing their own GoHighLevel (GHL) workflows, templates, and drip sequences rather than only deploying what's handed to them. This is a junior, execution-focused role, not a strategist role. You should be detail-oriented, comfortable working hands-on in GHL, and not afraid to touch copy when building or adjusting sequences. You will not own high-level marketing strategy, but you will need to notice when a sequence isn't working and flag it, not just run it on autopilot.

Key Responsibilities:

• Post-Job Review & Referral Calls. Call recent customers immediately upon job completion, before final payment is collected, while goodwill is highest, to confirm satisfaction, ask directly for a Google review, and introduce the referral program.
• Review Follow-Up Cadence. For any customer who doesn't leave a review on the first ask, run the follow-up sequence: two text reminders, then a logged phone call, then two final text reminders. This cadence is the standard, consistency here is what makes the difference.
• Retention Campaign Execution. Deploy seasonal check-ins, maintenance reminders, and post-storm outreach sequences to past customers via GHL, building your own frameworks as well as working from existing ones.
• Referral Tracking. Log and track every referral-sourced lead generated through calls, texts, or email touchpoints, and flag which ones convert.
• GHL Workflow Support. Build and maintain the opportunity pipelines, triggers, and automated email/SMS sequences that run the above, creating your own templates and frameworks as needed, and flagging anything that isn't converting so it can be improved.
• Pipeline & Data Hygiene. Keep customer records accurate and current, contact details, job status, opportunity stage, communication logs.

Qualifications:

• Phone Presence. A clear, warm, professional phone voice and genuine comfort calling homeowners directly, this is the core of the role, not a secondary duty.
• Persistence Without Pressure. Comfortable following a multi-touch cadence with someone who's gone quiet, without either giving up early or coming across pushy.
• GHL Literacy. 1–2 years of hands-on experience in GoHighLevel, building opportunity stages, setting up triggers, and configuring email/SMS sequences, including building your own templates and sequences rather than only working from existing ones.
• Written English. Clean, professional written English for managing sequences, writing sequence copy, and logging notes.
• Execution Mindset. High attention to detail and the judgment to notice when something (a sequence, a script, a customer response) isn't working, and say so.
• Schedule. Full availability during live Eastern Standard Time hours (09:00 AM – 06:00 PM EST).

Nice-to-Haves:

• Prior experience in residential home services, roofing, construction, or trade contractor industries.
• Basic familiarity with review amplification software (e.g., Podium).