Owner Retention Specialist - remote job

Big Bear Vacations is hiring a Owner Retention Specialist. The role sits in Marketing and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer published the pay: $1k a month. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

Job Details

Company and Location: Big Bear Lake, California, USA | [Visit Website](https://www.bigbearvacations.com/)

Job Title: Owner Experience Specialist

Department: Owner Relations / Owner Experience Market: Puerto Vallarta & Nuevo Vallarta, Mexico Reports To: Director of Owner Relations Employment Type: Contractor Work Arrangement: 100% Remote / Monday - Saturday Compensation: USD $1,200 monthly Languages Required: Fluent in both English and Spanish, both spoken and written

Job Summary

The Owner Experience Specialist will serve as the primary liaison between Naya Homes and our homeowners in Puerto Vallarta and Nuevo Vallarta. This role is dedicated to fostering and maintaining strong, proactive relationships to ensure owner satisfaction and retention. Unlike traditional reactive roles, the Specialist will anticipate and address issues before they become significant concerns.

Key responsibilities include executing the 33-Touch Relationship Model, providing clear visibility into property conditions, and capturing valuable property content. A successful candidate will possess a high level of organization, proactive management, and the ability to handle a high volume of daily communications with precision and consistency.

Core Responsibilities

1. Managing and Communicating with Owners - Conduct 20-25 documented owner interactions daily through calls, emails, and texts. - Ensure 100% completion of monthly required touches using the 33-Touch Relationship Model. - Balance interactions among three types: property updates, relationship-building, and value-driven communications. - Ensure each interaction has a clear purpose and a defined next step. - Reschedule and rebook any missed calls the same business day. - Maintain clear communication about availability, support, and response times. - Build and maintain trust through professional, long-term relationships.

2. Providing Property Updates - Collect and review property updates from various teams and inspections. - Translate these findings into clear, understandable owner communications. - Respond to all owner-related work orders. - Ensure all work orders have documented owner approval. - Assign and track every unresolved property issue. - Provide meaningful updates to owners regarding property work.

3. Identifying and Addressing Risks - Monitor for early signs of owner dissatisfaction or potential churn. - Escalate concerns on the same business day. - Keep the Owner Churn Board updated with current records. - Confirm ownership of actions for every escalation. - Communicate risks proactively to prevent issues from escalating.

4. Maintaining Accurate Documentation - Log every owner interaction in Monday.com on the same day. - Update the Owner Churn Board daily. - Schedule future touches and follow-ups. - Prepare a clear next-day action list. - Conduct weekly CRM documentation audits and correct any gaps. - Ensure all records are accurate, complete, and up-to-date.

Daily and Weekly Operations

Start of Day: - Log into RingCentral and Monday.com. - Review the Owner Engagement Tracker. - Identify owners due for required touches. - Review notes from inspections, maintenance, turnovers, and operations. - Flag owners with open concerns, negative or declining sentiment, or recent performance or condition issues.

During the Day: - Complete scheduled owner check-in calls. - Send required emails and text messages. - Complete scheduled property-content activities. - Collect and communicate relevant property updates. - Respond to open work order conversations. - Escalate concerns on the same business day. - Maintain consistent follow-up with assigned homeowners.

End of Day: - Ensure all owner interactions are documented in Monday.com. - Update the Owner Churn Board. - Schedule future touches and follow-ups. - Confirm there are no undocumented conversations. - Prepare the next-day action list.

Weekly Close: - Maintain 100% progress toward monthly owner touches. - Ensure no missed follow-ups. - Complete the CRM documentation self-audit. - Review owner sentiment trends. - Identify unresolved owner issues requiring attention. - Identify owners needing proactive outreach.

Performance Standards and KPIs

- Daily Owner Touches: 20-25 per day. - Monthly Touch Completion: 100%. - Documentation Accuracy: 95% or higher. - Undocumented Conversations: Zero. - Same-Day Escalation Compliance: 100%. - Overdue Escalations: Zero. - Owner Sentiment Trend: Stable or improving. - Overall KPI Attainment: 90% or higher. - Retention Saves: Tracked and reviewed through the Owner Churn Board.

Qualifications

- Language Proficiency: Fluent in English and Spanish, both spoken and written. - Experience: 2+ years in client-facing roles, hospitality, property management, or customer success. - Remote Work Experience: Demonstrated success in a remote work environment.

If you meet these qualifications and are passionate about enhancing the owner experience, we encourage you to apply!