Owner Retention Specialist

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 Execute 20–25 documented owner interactions per day through calls, email, and text. Maintain 100% completion of required monthly touches for every assigned owner under the 33-Touch Relationship Model. Maintain a balance across the three touch types: Property Visibility: condition updates, inspection findings, photos, and property content. Personal Relationship: relationship-building communication not directly related to a transaction or problem. Informative / Value-Driven: performance, pricing, market conditions, and seasonal outlook. Enter every interaction with a clear purpose and conclude it with a defined next step. 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. Maintain clear communication regarding availability, support, and expected response times so owners always know who to contact and when they can expect an answer. Build trust and maintain professional, long-term relationships with homeowners. 2. Property Visibility & Owner Updates Collect property updates from Operations, Housekeeping, Maintenance, and inspection reports. Review condition notes and available photos before communicating with owners to ensure updates are specific and accurate. Translate operational findings into clear, plain-language owner updates, including what was found, what action is being taken, associated costs, and expected resolution timelines. Respond to all open owner conversations regarding work orders. Ensure that no work order is dispatched to an owner's property without documented owner approval. Ensure that every unresolved property issue has a clearly assigned next action and responsible person. Provide owners with meaningful visibility into the work being performed on their property. 3. Escalation & Churn Risk Identification Identify early signs of owner dissatisfaction or potential churn