Owner Success Agent

JOB TITLE: Owner Support Agent

REPORTS TO: Owner Support Manager

JOB SUMMARY: The Owner Services Support Agent is a primary point of contact for homeowners when their designated Owner Representative is unavailable within the Owner Services department. The role focuses on delivering exceptional customer service by promptly responding to inquiries, dispatching tasks and calls to the appropriate Owner Representative, and ensuring clear and effective communication between owners and the team. The position also includes administrative support such as scheduling, record-keeping, and assisting with the coordination of property maintenance and inspections.

KEY RESPONSIBILITIES:

• Owner Communication: Serve as a primary contact for property owners, addressing inquiries and concerns through phone, email, and in-person interactions. Provide prompt and courteous responses to ensure owner satisfaction.
• Task Dispatching: Monitor and route incoming tasks, maintenance requests, and communications to the appropriate Owner Representative or team members, ensuring timely follow-up.
• Administrative Support: Assist with administrative tasks including managing calendars, scheduling appointments, and helping to coordinate meetings between owners and the Owner Representative.
• Record Management: Maintain and organize accurate records of owner communications, property details, and contracts using software such as Escapia and Breezeway.
• Inspection Coordination: Collaborate with Owner Representatives to schedule and track property inspections, ensuring that maintenance tasks are addressed efficiently.
• Billing and Ordering: Assist with processing orders for departmental and property supplies, input billing items, and manage receipts for accurate record-keeping and timely payments.
• Arrival and Task Follow-Up: Support the tracking of owner and guest arrivals, ensuring that all tasks are completed before their arrival and followed up on where needed.
• Owner Communication Monitoring: Regularly review and distribute owner communications to appropriate team members, ensuring timely and effective responses.

SKILLS:

• Customer Service: Strong interpersonal skills with a customer-first mindset, ensuring timely resolution of issues and enhancing owner satisfaction.
• Communication: Excellent verbal and written communication skills to engage effectively with property owners, vendors, and internal teams.
• Task Management: Capable of managing multiple tasks and responsibilities efficiently, with attention to prioritizing urgent issues.
• Organization: Highly organized with strong attention to detail in managing schedules, records, and communications.
• Software Proficiency: Proficient in property management software such as Escapia and Breezeway, along with general office applications for scheduling and communication.
• Problem-Solving: Able to assess issues quickly and coordinate appropriate responses to resolve owner concerns.
• Team Collaboration: Effective in collaborating with team members and departments to ensure smooth operations.

EDUCATION:
A degree in Hospitality Management, Property Management, Business Administration, or a related field is preferred, but relevant customer service or administrative experience will be considered.

WORK ENVIRONMENT:
Primarily office-based with regular interaction with property owners, vendors, and internal teams. Occasional fieldwork may be required for in-person interactions during peak periods.

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a desk for extended periods while handling communications and administrative tasks.
• Occasionally required to walk, stand, and visit properties for in-person interactions.
• Comfortable lifting up to 20 pounds if needed for organizing supplies or minor tasks.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000