OWNER RELATIONS ROVER
Pensacola Beach Properties in, Pensacola Beach, FL, United States
OWNER RELATIONS ROVER (Manufacturing)
Key Responsibilities Owner & Caller Support
Answer incoming calls and assist owners or callers with general inquiries
Facilitate warm transfers to ORMs and provide context before connecting calls
Assist owners directly when their ORM is unavailable
Ticket & Communication Support
Monitor and respond to owner tickets to help maintain SLA performance
Assign new tickets to the correct ORM and create tickets as needed
Draft responses and assist with owner correspondence
Handle routine tickets that do not require ORM involvement
Booking & Reporting Support
Assist with owner booking requests and related coordination
Generate and distribute owner arrival reports for ORM teams
Help ensure booking tasks and follow-ups are properly set
Team & Operational Support
Check in with ORMs throughout the day to offer support as needed
Provide temporary coverage for territories when an ORM is out
Assist leadership with scheduling, phone coverage, and on-call coordination
Support onboarding, offboarding, reporting, and system updates (Track, Zendesk, etc.)
Help maintain and update SOPs and best practices
Administrative & Systems Coordination
Support calendar organization and daily workflow coverage
Assist with data entry, reporting, and process documentation
Help maintain organization of tickets, owner profiles, and property associations
Qualifications
Strong communication skills with a professional and helpful phone presence
Highly organized with strong attention to detail
Ability to multitask and prioritize in a fast-paced environment
Comfortable learning new systems and tools (Zendesk, PMS platforms, reporting tools, etc.)
Team-oriented mindset with a willingness to jump in where needed
Customer service, hospitality, or property management experience preferred
Why This Role Matters This position plays a key role in helping our Owner Relations Team stay responsive, organized, and focused on building strong owner relationships. The Rover helps ensure owners receive timely support while allowing ORMs to focus on high-value interactions and strategic relationship management.
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Key Responsibilities Owner & Caller Support
Answer incoming calls and assist owners or callers with general inquiries
Facilitate warm transfers to ORMs and provide context before connecting calls
Assist owners directly when their ORM is unavailable
Ticket & Communication Support
Monitor and respond to owner tickets to help maintain SLA performance
Assign new tickets to the correct ORM and create tickets as needed
Draft responses and assist with owner correspondence
Handle routine tickets that do not require ORM involvement
Booking & Reporting Support
Assist with owner booking requests and related coordination
Generate and distribute owner arrival reports for ORM teams
Help ensure booking tasks and follow-ups are properly set
Team & Operational Support
Check in with ORMs throughout the day to offer support as needed
Provide temporary coverage for territories when an ORM is out
Assist leadership with scheduling, phone coverage, and on-call coordination
Support onboarding, offboarding, reporting, and system updates (Track, Zendesk, etc.)
Help maintain and update SOPs and best practices
Administrative & Systems Coordination
Support calendar organization and daily workflow coverage
Assist with data entry, reporting, and process documentation
Help maintain organization of tickets, owner profiles, and property associations
Qualifications
Strong communication skills with a professional and helpful phone presence
Highly organized with strong attention to detail
Ability to multitask and prioritize in a fast-paced environment
Comfortable learning new systems and tools (Zendesk, PMS platforms, reporting tools, etc.)
Team-oriented mindset with a willingness to jump in where needed
Customer service, hospitality, or property management experience preferred
Why This Role Matters This position plays a key role in helping our Owner Relations Team stay responsive, organized, and focused on building strong owner relationships. The Rover helps ensure owners receive timely support while allowing ORMs to focus on high-value interactions and strategic relationship management.
#J-18808-Ljbffr