Owner Relations Representative

About the Role

As an Owner Relations Representative, you will act as the primary point of contact for property
owners, ensuring their satisfaction and addressing their needs in a timely manner. Your key
responsibility will be to manage all owner communications, providing regular updates, and
resolving issues to foster a positive relationship between property owners and our management
team.

This role requires a customer success mindset, strong problem-solving skills, and the ability to
build lasting relationships. You will work closely with remote property managers to ensure that
each home operates smoothly and profitably.

What You’ll Do

• Be the primary contact for property owners, ensuring their needs and concerns are
  addressed promptly and professionally.

• Handle financial and marketing questions, explaining performance metrics and revenue
  insights clearly.

• Keep owners up to date and answer any questions regarding their property's
  performance metrics and operational activities.

• Resolve conflicts or concerns with professionalism and empathy, escalating issues to
  management as needed.

• Collaborate with property managers to oversee home operations, ensuring smooth
  communication between teams.

• Proactively identify opportunities to improve owner satisfaction and increase home
  performance.

• Communicate effectively via email and phone, ensuring owners feel heard and
  supported.

Who You Are

• Customer-focused – You genuinely enjoy building relationships and providing excellent
  service.

• Personable and outgoing – You’re comfortable making phone calls and engaging with
  owners.

• Problem solver – You can de-escalate situations, find solutions, and confidently handle
  difficult conversations.

• Well-spoken and well-written – You can articulate complex topics in a simple,
  professional way.

• Sales-minded – You understand how to position things in a positive light and influence
  outcomes.

• Organized and proactive – You can keep track of multiple properties and owners while
  staying ahead of potential issues.

• Tech-savvy – You’re comfortable working with Slack, Google Suite, and learning new
  systems (we use our own operating software).

• Fast-Paced and Adaptable - You thrive in a high-pressure, dynamic environment and
  can quickly adjust to changing priorities and deadlines.

Requirements

• 2+ years of customer service, account management, or customer success experience.

• Experience in property management, real estate, or hospitality is a plus.

• Strong conflict resolution skills and ability to handle challenging conversations with
  confidence.

• Comfortable working Tuesday-Saturday, CST

Note: This job description is intended to outline the general nature and level of work being performed by employees in this position. It is not an exhaustive list of all responsibilities, duties, and skills required. Additional tasks may be assigned as deemed appropriate by management.