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Owner Experience Specialist at Naya Homes

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Owner Experience Specialist

Company: Big Bear Vacations
Headquarters: Big Bear Lake, California, USA
URL: https://www.bigbearvacations.com/

Position Overview

  • 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

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 to support owner satisfaction and retention.

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 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 with a defined next step.
  • Complete scheduled owner check-in calls on the day they are due.
  • 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.
  • Translate operational findings into clear, plain-language owner updates (actions taken, costs, and timelines).
  • Respond to all open owner conversations regarding work orders.
  • Ensure no work order is dispatched without documented owner approval.
  • Ensure every unresolved property issue has a clearly assigned next action and responsible person.

3. Escalation & Churn Risk Identification

  • Identify early signs of owner dissatisfaction (declining sentiment, revenue complaints, etc.).
  • Escalate concerns on the same business day.
  • Add applicable owners to the Owner Churn Board and keep records current.
  • Communicate potential risks early rather than waiting for issues to escalate.

4. Documentation & CRM Discipline

  • Log every owner interaction in Monday.com on the same day it occurs.
  • Maintain the Owner Churn Board on a daily basis.
  • Schedule all future owner touches and follow-ups before closing out the day.
  • Complete a weekly CRM documentation self-audit.

Daily Operating Rhythm

  • Start of Day: Log into RingCentral and Monday.com; review the Owner Engagement Tracker; identify owners due for touches; review inspection/maintenance notes.
  • During the Day: Complete scheduled calls; send emails/texts; collect/communicate property updates; respond to work orders; escalate concerns.
  • End of Day: Ensure all interactions are documented; update the Owner Churn Board; schedule future touches; prepare next-day action list.
  • Weekly Close: Ensure 100% progress toward monthly touches; complete CRM self-audit; review sentiment trends; identify proactive outreach for the following week.

Performance Standards & KPIs

  • Daily owner touches: 20–25 per day.
  • Required monthly touch completion: 100%.
  • Documentation accuracy: 95% or higher.
  • Undocumented conversations: Zero.
  • Same-day escalation compliance: 100%.
  • Owner sentiment trend: Stable or improving.
  • Overall KPI attainment: 90% or higher.

Qualifications

Required

  • Fluent English and Spanish, both written and spoken — indispensable.
  • 2+ years of experience in client-facing account management, hospitality, property management, or customer success.
  • Demonstrated experience working independently in a remote environment.
  • Strong CRM discipline and proven track record of consistent documentation.
  • Comfortable initiating high-volume outbound calls and handling difficult conversations.
  • Highly organized with the ability to manage multiple priorities simultaneously.
  • Ability to shoot and edit short-form vertical video (using tools like CapCut or Instagram).
  • Reliable internet connection and a suitable home-office environment.

Preferred

  • Previous experience in short-term rentals, vacation rentals, or hospitality.
  • Working knowledge of Streamline VRS, Monday.com, or comparable platforms.
  • Experience producing content for Instagram, TikTok, or Airbnb.
  • Understanding of owner statements, management fees, and short-term rental revenue basics.
  • Familiarity with the Puerto Vallarta / Nuevo Vallarta market.

First 90 Days

  • Days 1–30: Onboarding to systems (Monday.com, Streamline, RingCentral); review portfolio; make introductory contact; complete training.
  • Days 31–60: Execute full daily communication volume; maintain 100% documentation compliance; begin independently identifying/escalating concerns.
  • Days 61–90: Achieve 90%+ KPI attainment; own at least one retention case from start to finish; contribute repeatable content/practices.

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