Owner Relations Manager

As the Owner Relations Manager at Village Realty-Corolla, you’ll be the go-to contact for our homeowners, helping to ensure their experience with us is transparent and rewarding. You’ll build lasting relationships by responding to owner’s questions, discussing rental performance, and offering advice on pricing and marketing strategies.

RESPONSIBILITIES

·       Point of contact for current homeowners in the program:

·       Answer questions as needed regarding statements, work orders, etc.

·       Accounting issues or discrepancies

·       Discuss rental rates, marketing, amenity suggestions/changes as needed

·       Recommending and applying Dynamic Pricing for increases/decreases and update property management software and web services as needed

·       Ensure all Property PMA’s are renewed or houses blocked, databases in use are updated timely

·       Point of contact for buyers/NIP owners of existing homes in our program:

·       Complete PMD forms and issue reservation reports for sales agents on homes currently listed in our inventory for rent, or past inventory we have history on

·       Mail/email new owner packets to buyers once under contract

·       Effectively communicate all aspects of our rental program to buyers, therefore starting to build your own owner client database

·       Send welcome email to NIP owners introducing RM team

·       Owner Balance report at month end, holding any owner funds needed for construction, under contract, etc.

• Relationship Management: Serve as the primary point of contact for homeowners, managing day-to-day operations and promptly resolving any issues. This role is ideal for a customer service-oriented problem solver with experience handling large customer portfolios. A positive attitude is essential.
• Onboarding & Property Management: Oversee the entire onboarding process of new homes, from signed management agreements to going live on our websites. This includes gathering information, scheduling cleanings and maintenance, coordinating photography, and building online listings that best represent each property.
• Communication & Coordination: Respond promptly to owner inquiries, issues, and requests, offering quick solutions while collaborating with various Company departments, including Revenue, Field Operations, Marketing, and Guest Experience teams.
• Campaign Execution: Perform targeted outreach campaigns to specific segments of homeowners, providing tailored solutions, identifying needs, and reporting on progress and results.
• Vendor Management: Assist in contacting local vendors for repairs, preparing bids for homeowner approval, and ensuring timely completion of maintenance tasks.

2+ years of experience in hospitality, reservations, property management, or a strong customer service background in any industry.

· North Carolina Real Estate Licensed Preferred

· Active listening skills are vital to the success of this position. Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette.

· Ability to read, analyze, and interpret general business contracts, business correspondence, and procedure manuals.

· Ability to effectively present information and respond to questions from managers and/or staff.

· Must maintain clear and concise documentation and positive approach to conflict resolution.

· Must demonstrate willingness to continually learn new processes, and the ability to merge into a dynamic work environment.

· The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

· Must be able to work some weekends and holidays

Physical Demands

· Expect a moderate noise level and a mix of sitting, standing, and walking throughout the day

· Ability to lift/move up to 25 lbs occasionally