Remote Homeowner Representative
Extenteam
- Philippines
- Permanent
- Full-time
As a Homeowner Representative, you will play a pivotal role in maintaining strong relationships with homeowners by facilitating effective communication between homeowners, guests, and our staff, and ensuring that rental properties meet the company's high-quality standards. This role involves a combination of project management, data management, customer service, and hands-on property inspections. You will be responsible for helping set and meet owner expectations, communicating with owners by email, phone and zoom meetings. The overall goal will be to work with the team to ensure owner retention.Key Responsibilities:Homeowner Communication and Feedback- Serve as the first point of contact for homeowners, escalating issues and important information as needed.
- Schedule owner-requested property tasks and activities and enter homeowner reservations.
- Foster positive and collaborative relationships with homeowners, providing timely and friendly/professional customer service.
- Gather and relay guest feedback to homeowners, providing recommendations for improvements.Internal Communication and Feedback
- Act as a liaison between homeowners and our staff, ensuring clear and timely communication.- Communicate with the team regularly to address maintenance needs, guest feedback, and property upgrade opportunities.
- Stay informed regarding current property status, maintenance issues and resolutions, turnover schedule, and anything else relevant to the properties.Owner Task Scheduling
- Manage and schedule various owner-related tasks, such as property inspections, maintenance visits, and upgrade projects.
- Ensure timely completion of tasks to enhance overall property performance.Acquisitions and Onboarding
- Assist in the new owner acquisitions process, including scheduling meetings, maintaining CRM data, providing initial responses to inquiries.
- Assist in the new owner onboarding process, including scheduling meetings, ensuring that data collection and forms are complete, creating new property listings and entering data into the relevant softwareData Entry, Content, and Management
- Become proficient in all homeowner communication tools and property-related software.
- Willingness to learn unit rate patterns and strategy and communicate convincingly to owners
- Ensure that all property data is current across the relevant software
- Contribute content to the owner email newsletter.
- Respond to property reviews and import OTA reviews (Airbnb, Vrbo)Foundational Requirements:
- Excellent written and verbal English skills. No exceptions. This position will be communicating via phone, text, email and video.
- High level of self-confidence and ability to “push back” on owners to gain their respect.
- Previous experience in the vacation rental or hotel industry.
- Excellent customer service and interpersonal skills.
- Ability to work independently in a remote work environment.
- Attention to detail and commitment to providing exceptional service.
- Strong organizational and multitasking abilities.
- Empathy and Patience.
- Customer-Centric Mindset.
- Critical thinker.
- Tech Savy - the ability to learn new software easily and efficiently.Nice to haves:- Vacation rental industry experience, working with VRBO, AirBnB, etc.
- PMS experience in the rental industry or hotel industry.TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)WHO WE ARE:EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.WHAT WE DO:We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.OUR CORE VALUES:- OWN YOUR STUFF: We Own Our Stuff.
- WALK THE TALK: We Do What We Say We'll do.
- INTO THE WILD: We are Explorers.
- WORD AS BOND: Just Say It.
- ABOVE AND BEYOND: We Live Extenteam.WHAT WE OFFER:We offer our team members targeted development opportunities both on a professional and personal level. We also offer:
- Competitive Salary
- Holiday Reward equivalent to 13th-month pay
- HMO
- Life Event Bonuses
- Preventive Mental Health Benefit