Owner Relations Specialist

Position: Owner Relations Specialist

Location: Remote
Employment Type: Full-Time Freelancer
Work Arrangement: Work from Home

About Us

For over 15 years, Corporate Stays has been a trusted leader in providing premium furnished accommodations across Canada and Latin America. We specialize in corporate housing, extended stays, relocation solutions, and premium serviced apartments for business travelers, relocating employees, insurance clients, and project-based stays.

With thousands of apartments across multiple markets and a growing international team, we are committed to delivering exceptional experiences for both our guests and our property owners.

About the Role

The Owner Relations Specialist is responsible for delivering an outstanding experience to our property owners by serving as their primary point of contact throughout the entire relationship with Corporate Stays.

This role focuses on building long-term partnerships, managing owner communications, coordinating internal teams, and ensuring that owner requests are resolved efficiently and professionally. The ideal candidate is highly organized, customer-focused, and passionate about creating positive experiences while maintaining strong operational follow-through.

Key Responsibilities

Owner Relationship Management

• Serve as the primary point of contact for property owners across Panama, Paraguay, and future LATAM markets.
• Build and maintain long-term relationships with property owners through proactive communication and exceptional customer service.
• Respond promptly to owner inquiries via email, phone, WhatsApp, and support tickets.
• Ensure owners receive timely updates throughout the resolution process.

Owner Support & Case Management

• Monitor and manage all incoming owner inquiries, requests, and support tickets.
• Review, organize, and prioritize owner requests based on urgency and business impact.
• Ensure owner concerns are handled professionally and resolved within established service levels.
• Keep owner tickets active until all concerns have been fully resolved and confirmed by the owner.

Owner Meetings & Communication

• Schedule and conduct owner meetings whenever necessary.
• Prepare for meetings by gathering relevant information from internal teams.
• Review AI-generated meeting notes for accuracy.
• Document meeting outcomes, commitments, and follow-up actions in the CRM.

Cross-Functional Coordination

• Coordinate with Operations, Reservations, Revenue Management, Housekeeping, Maintenance, Finance, Sales, and other departments to resolve owner requests efficiently.
• Create, assign, and monitor follow-up tasks for internal teams.
• Track action items until completion and provide owners with progress updates.

Documentation & CRM Management

• Maintain accurate and complete records of all owner communications.
• Update CRM records with conversations, meeting notes, action items, and resolutions.
• Ensure transparency and continuity across all owner interactions.

Continuous Improvement

• Identify recurring owner concerns and operational trends.
• Recommend process improvements to enhance the owner experience.
• Support owner onboarding and offboarding activities when required.
• Contribute to initiatives that improve owner satisfaction, retention, and operational efficiency.
  
  

Performance Goals

Success in this role will be measured through key performance indicators (KPIs), including:

• First Response Time for Owner Support Tickets
• First Response Time for Owner WhatsApp Messages
• Ticket Resolution Time
• Owner Satisfaction Score (CSAT)
• Number of Owner Tickets Resolved
• Percentage of Tickets Resolved Within SLA
• Follow-up Completion Rate
• CRM Documentation Accuracy
• Owner Meeting Completion Rate
• Open Ticket Backlog
• Owner Retention & Relationship Quality
• Internal Task Completion Rate
• Process Improvement Contributions
  
  

Qualifications

• Excellent English communication skills 
• Exceptional customer service and relationship management skills.
• Strong written and verbal communication.
• Excellent organizational and time-management abilities.
• Experience using CRM platforms (HubSpot preferred).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Experience in hospitality, property management, customer success, account management, or owner relations is highly preferred.
  
  

Success Profile

The ideal candidate is proactive, empathetic, highly organized, and committed to delivering exceptional service. They enjoy building strong relationships, solving problems collaboratively, and coordinating across multiple departments to ensure every property owner feels valued, informed, and supported throughout their partnership with Corporate Stays.