[Hiring] Owner Services Support Agent @Extenteam Client Roles

Role Description

As a Timeshare Owner Services Agent, you will serve as the primary point of contact for timeshare owners, ensuring a high level of satisfaction through timely phone, email, and text communication, reservation support, and financial clarity. This role is centered around managing owner relationships, supporting timeshare booking activity, inventory support, maintaining accurate records, and coordinating with internal and resort teams to deliver a seamless owner and guest experience.

In addition, this role provides cross-department support to Guest Services, Vacation Rental Operations, Systems, and OTA/listing management functions as needed.

Your Main Responsibilities:

• Serve as primary liaison for timeshare owners, delivering responsive and professional communication.
• Manage and monitor the shared inbox, ensuring timely responses and proper routing.
• Assist owners with reservation inquiries, booking support, and usage guidance.
• Provide clarity on owner statements, payouts, and general account questions in coordination with accounting.
• Support monthly owner statement distribution and respond to follow-up questions.
• Maintain accurate and detailed owner records, notes, and communication logs within systems.
• Collaborate with Inventory and Revenue teams to understand availability, performance trends, and booking activity.
• Assist with new owner onboarding, including system setup, expectations, and program education.
• Track and follow through on owner requests, issues, and resolutions to completion.
• Communication with home resorts through usage verifications, cancellations, etc.
• Weekly reporting.
• Annual tax reporting preparations.

Guest Services & Cross-Functional Support:

• Assist Guest Services with guest damage claims, including documentation, communication, and resolution tracking.
• Provide after-hours on-call support on a rotating basis, assisting with urgent guest or owner’s needs.
• Support system-related tasks, troubleshooting, and internal platform coordination as needed.
• Assist with OTA listings and updates, ensuring accuracy and alignment across distribution channels.
• Assist with internal reporting related to owner performance and inventory utilization.
• Provide general operational support across departments as needed to support owner and guest experience.

Qualifications

• High school diploma or GED required.
• Experience in hospitality, customer service, timeshare, or property management preferred.
• Experience with timeshare systems, PMS platforms, or reservation tools is a plus.
• Familiarity with vacation rental or resort operations preferred.
• Experience with OTA platforms (Airbnb, Vrbo, etc.) is a plus.
• Strong understanding of customer service best practices.
• Proficiency in English (spoken and written); additional languages are a plus.
• Professional demeanor with strong sense of ownership and accountability.

Requirements

• Strong customer service and relationship management skills.
• Excellent written and verbal communication with a professional tone.
• Highly organized with strong attention to detail.
• Ability to multitask and manage a high-volume inbox environment.
• Strong problem-solving and follow-through skills.
• Ability to explain financial and reservation details clearly and confidently.
• Effective time management and prioritization skills.
• Proficient computer skills with ability to learn new systems quickly.
• Strong internal communication and collaboration skills.
• Proficient in Microsoft Office Suite.

Essential Physical Abilities

• Remain in a stationary position for extended periods (up to 8 hours, excluding breaks).
• Frequent use of phone and computer systems for communication.
• Visual focus required for reviewing detailed reports and correspondence.

Technical Requirements

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port).
• i5 11th Gen or higher.
• Windows 11 / 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).

Benefits

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization.