Senior Owner Support Specialist

Description:

Senior Owner Support Specialist Location: Breckenridge, CO Position Type: Full-Time Non-Exempt Compensation: $24.65 - $28.95/hr. (DOE) + Commission

• Schedule: Full-time Monday thru Friday

About the Role:

At Breckenridge Grand Vacations (BGV), Summit County’s largest employer and a USA Today Top Workplace, we’re in the smile business, transforming vacation ownership into unforgettable experiences. As a Senior Owner Support Specialist, you’ll embody our Sharing Smiles philosophy by serving as an expert guide for owners, resolving complex needs with empathy, and mentoring your team to deliver GRAND service. Your deep knowledge of Interval International exchanges, rental programs, and ownership benefits will help owners maximize their vacations while your leadership will elevate our entire Owner Relations team. Whether you’re troubleshooting escalations, coaching colleagues, or innovating processes, you’ll reinforce why BGV is more than a workplace: We’re a community that smiles together, gives back through BGV Gives, and empowers every

employee to lead. If you’re a seasoned timeshare professional who believes exceptional service starts with a smile, we’d love to welcome you to the team.

Key Responsibilities:

Counsel owners on maximizing timeshare benefits via phone, email, and in-person meetings

• Educate owners on Interval International (exchanges, Getaways, membership renewals, and online tools)
• Handle new owner inquiries, provide guidance to reduce rescissions, and log interactions
• Improve owner satisfaction using Net Promoter System (NPS) and convert detractors
• Resolve escalated owner concerns and follow up on unresolved issues

Address low survey scores and social media feedback professionally

• Process rental contracts, usage transfers, and audits accurately
• Assist owners with Interval International deposits, exchanges, and technical support
• Track and communicate rental income details to owners and staff
• Maintain records of owner interactions and complete audits within 24 hours
• Support department projects and suggest process improvements
• Assist other Owner Relations teams as needed

Uphold company hospitality and communication policies Attend training and meetings to stay updated on policies Promote sustainability initiatives (recycling, conservation)

• Perform other tasks as assigned

Requirements:

High school diploma or equivalent (GED) Minimum 6 months of customer service, hospitality, or administrative experience Proficient in Microsoft Office (Outlook, Word, Excel) Strong verbal and written communication skills Ability to multitask in a fast-paced, phone-heavy environment Detail-oriented with strong organizational skills

Professional, patient, and empathetic demeanor Basic math skills (calculations, percentages, etc.) Ability to work independently and as part of a team

Preferred Qualifications:

1+ years of experience in timeshare, vacation ownership, or resort/hospitality operations Prior experience with Interval International (II) or other timeshare exchange programs Familiarity with CRM systems or property management software Knowledge of Breckenridge Grand Vacations (BGV) policies and procedures

Conflict resolution or customer retention experience Bilingual (Spanish or other languages a plus) Previous sales, call center, or concierge experience

Compensation & Benefits:

Health, vision, and dental insurance plans Company-paid life insurance coverage Voluntary Life and Accidental Death/Dismemberment Insurance HSA and FSA-Dependent Care Accounts Retirement plan Generous paid time off (PTO) and sick leave to support work-life balance Volunteer Time Off - Paid opportunities to give back to Summit County

Bereavement leave Biannual bonuses Tuition Reimbursement Program Employee Wellness programs to support physical and mental health Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners’ program

About Our Company:

Breckenridge Grand Vacations is a locally owned resort developer with a 40-year history in Summit County. We've been recognized as a Top Workplace for our employee-focused culture and commitment to responsible growth and giving back to the place we call home.

Applications will be accepted until January 5, 2026.

We value diversity and welcome applicants from all backgrounds. Equal Opportunity Employer.