Senior Owner Support Specialist

Breckenridge Grand Vacations•Breckenridge, CO

5d•$25 - $29•Onsite

About The Position

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.

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

Nice To Haves

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

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

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