Owner Relations Manager

Stony Brook emphasizes a "customer service first" approach, treating owners as partners in a family-like atmosphere while ensuring transparent, professional management.

Job Overview:

We’re seeking a dynamic, hard-working team member to join our Owner Relations Team. The Owner Relations Manager is responsible for overseeing a portfolio of Owners, with an objective to both retain clients and grow the portfolio. This key team player will serve as a primary point of contact and will be expected to provide prompt, excellent, and respectful customer service to our property owners. You will work alongside a team to ensure all properties are well maintained and are ready to address the needs of owners promptly.

As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. Please visit the link below:

• • Communicate with property owners daily through phone, text, email and in-person meetings. Provide clear and effective communication to understand owners’ needs, preferences, and feedback.
  • Build and maintain rapport with property owners.
  • Manage all facets of new owner and new property on-boarding.
  • Attend new property inspections.
  • Responsible for maintaining property records.
  • Review and assess monthly owner statements to ensure accuracy and transparency of charges.
  • Complete routine inspections of all properties.
  • Seamless teamwork with operational liaison to relay property specific information.
  • Encourage and promote the company's Core Values, Mission, and Vision.

Goals of an Owner Relations Manager:

• • Maintain a 93% Owner Retention Rate, with a goal of 95% or greater.
  • Respond to all owner requests within two hours of receipt during business hours or within two hours of business opening on the next business day if call is expected after-hours.
  • Obtain satisfaction scores from 100% of owners.
  • Contact all owners at least once per month to continue to build rapport.

Schedule:

This is a full-time position located in Gatlinburg, TN. Work hours are based on business needs within the hours of 8 am and 6 pm. This role will also involve occasional on-call weekend shifts, which are rotated among the owner relations team.