Headquarters: Big Bear Lake, California, USA

URL: https://www.bigbearvacations.com/

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: Fluent English and Spanish, written and spoken — required

Position Purpose

The Owner Experience Specialist is the primary point of contact between Naya Homes and our homeowners in Puerto Vallarta and Nuevo Vallarta.

This role is responsible for building and maintaining strong, consistent, and proactive relationships with homeowners in order to support owner satisfaction and retention. Rather than simply reacting to problems after they occur, the Specialist is expected to identify potential concerns early and address them before they become reasons for an owner to consider terminating their relationship with Naya Homes.

The Specialist owns three key outcomes: executing the required owner communication cadence under the 33-Touch Relationship Model; providing homeowners with clear visibility into the condition and performance of their properties; and capturing property content that supports marketing efforts, social media, and owner communication.

The successful candidate will be highly organized, proactive, customer-focused, and comfortable managing a high volume of daily communication while maintaining accurate documentation and consistent follow-up.

Fluency in both English and Spanish, written and spoken, is an indispensable requirement for this position. The Specialist will communicate with homeowners and internal teams in both languages.

Because this is a remote contractor position, the primary focus is on achieving established goals, service standards, and KPIs. The schedule may be flexible as needed to ensure objectives are met, while maintaining the required availability and responsiveness for homeowners and the business.

Core Responsibilities

1. Owner Relationship Management & Communication

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Execute 20–25 documented owner interactions per day through calls, email, and text.

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Maintain 100% completion of required monthly touches for every assigned owner under the 33-Touch Relationship Model.

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Maintain a balance across the three touch types:

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Property Visibility: condition updates, inspection findings, photos, and property content.

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Personal Relationship: relationship-building communication not directly related to a transaction or problem.

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Informative / Value-Driven: performance, pricing, market conditions, and seasonal outlook.

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Enter every interaction with a clear purpose and conclude it with a defined next step.

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Complete scheduled owner check-in calls on the day they are due and rebook any rescheduled calls before the end of the same business day.

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Maintain clear communication regarding availability, support, and expected response times so owners always know who to contact and when they can expect an answer.

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Build trust and maintain professional, long-term relationships with homeowners.

2. Property Visibility & Owner Updates

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Collect property updates from Operations, Housekeeping, Maintenance, and inspection reports.

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Review condition notes and available photos before communicating with owners to ensure updates are specific and accurate.

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Translate operational findings into clear, plain-language owner updates, including what was found, what action is being taken, associated costs, and expected resolution timelines.

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Respond to all open owner conversations regarding work orders.

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Ensure that no work order is dispatched to an owner's property without documented owner approval.

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Ensure that every unresolved property issue has a clearly assigned next action and responsible person.

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Provide owners with meaningful visibility into the work being performed on their property.

3. Escalation & Churn Risk Identification

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Identify early signs of owner dissatisfaction or potential churn, including declining sentiment, slow or short responses, revenue complaints, recurring property condition issues, questions regarding contract terms, or references to other management companies.

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Escalate concerns on the same business day.

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Add applicable owners to the Owner Churn Board and keep records current as situations develop.

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Confirm ownership of the next action for every escalation and ensure each open case has a clearly assigned responsible person.

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Communicate potential risks early rather than waiting for issues to escalate.

4. Documentation & CRM Discipline

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Log every owner interaction in Monday.com on the same day it occurs.

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Maintain the Owner Churn Board on a daily basis.

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Schedule all future owner touches and follow-ups before closing out the day.

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Prepare a clear next-day action list before logging off.

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Complete a weekly CRM documentation self-audit and correct any gaps identified.

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Maintain accurate, complete, and timely records of all owner communications.

Daily Operating Rhythm

Start of Day

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Log into RingCentral and Monday.com.

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Review the Owner Engagement Tracker.

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Identify owners due for required touches.

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Review notes from inspections, maintenance, turnovers, and operations.

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Flag owners with open concerns, negative or declining sentiment, or recent performance or condition issues.

During the Day

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Complete scheduled owner check-in calls.

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Send required emails and text messages.

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Complete scheduled property-content activities remotely or through available internal resources.

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Collect and communicate relevant property updates.

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Respond to open work order conversations.

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Escalate concerns on the same business day.

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Maintain consistent follow-up with assigned homeowners.

End of Day

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Ensure all owner interactions are documented in Monday.com.

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Update the Owner Churn Board.

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Schedule