Description
Serve as the primary point of contact for owner inquiries via phone, email, and digital channels
Research and resolve a wide range of inquiries including:
Ownership and title questions
Revenue and payment inquiries
Tax documentation (1099s, W-9s)
Property and well-related issues
Accurately document all interactions within the case management system, ensuring full visibility and traceability
Proactively follow up on open or unresolved cases to ensure timely resolution
Partner cross-functionally with Land, Accounting, Marketing, and Operations teams to resolve complex issues
Identify and escalate systemic issues, recurring inquiries, and process breakdowns
Contribute to improving service delivery by providing insight into call drivers, trends, and owner pain points
Maintain a high standard of professionalism, empathy, and accuracy in all owner interactions
The Owner Relations call center department takes around 120-150 calls per day.