Admin & Customer Retention Coordinator (CSR)

About the Role
We're hiring a full-time coordinator to be the organizational backbone of the office and the warm, dependable voice that keeps customers coming back. This is a blend of administrative support and relationship-building: keeping the owner's day running, turning happy customers into reviews, referrals, and repeat business, and making sure every booked job feels buttoned-up from confirmation to follow-up. It is a service-and-retention role, not a sales role.

Core Responsibilities:
Inbox management. Triage the owner's email daily — draft routine replies, keep the inbox moving, and flag anything that genuinely needs his personal attention.
Reviews, referrals & repeat business engine. Own the loop that drives word-of-mouth: request a review after every job, ask satisfied customers for referrals, and proactively reach back out to past customers to win repeat work.
Outbound retention outreach. Make relationship-building calls and send emails to past and existing customers. This is staying connected and being helpful — not cold sales prospecting.
Booking confirmations & reminders. Send confirmations for jobs the sales team has booked and manage the reminder sequence leading up to each job so nothing falls through.
General administrative support. Handle scheduling, document prep, and vendor coordination, and resolve light customer issues under $200 without needing to escalate.

Could Also Own:
CRM ownership — keep customer records clean and current, log every interaction, and segment past customers for targeted outreach.
Online review management — respond to public reviews professionally: thank the positive ones, address the critical ones with care, and route serious complaints to the right person.
Post-job follow-up & surveys — send thank-you notes and short satisfaction check-ins after each move to catch problems early and surface testimonials.
Referral program administration — track who referred whom and make sure referral rewards or thank-yous actually go out.
Seasonal & re-engagement campaigns — run periodic outreach to dormant past customers (moving demand is seasonal — timing these well matters).
Template & script upkeep — maintain the confirmation scripts, email templates, and FAQ so messaging stays consistent.
Owner's calendar & light office management — manage scheduling, order office supplies, and keep vendor relationships organized.
Onboarding & acknowledgment support — help collect and file new-hire paperwork and policy acknowledgment forms when needed.
Customer-side scheduling liaison — coordinate reschedules and customer scheduling questions with the dispatch coordinator.

Ideal Candidate:
Must have: Strong organization, excellent written and phone communication, a genuine service mindset, and the ability to juggle many small threads without dropping them.
Nice to have: CRM experience, comfort writing customer-facing copy, a knack for turning a good experience into a review or referral.
Important: This role does not handle inbound sales leads — those are owned separately. Screen for service, organization, and follow-through, not sales aptitude.