About the position
As a Reputation Specialist, you will play a crucial role in supporting our Social & Reputation Suite, a fully managed solution for managing the reputation and social media presence of apartment communities. You will be responsible for monitoring and strategically responding to online reviews across various platforms and implementing review generation campaigns to increase reviews. Your exceptional communication skills will be essential in crafting professional and engaging responses to online reviews. Collaborating with clients and internal teams, you will ensure a seamless reputation management process, providing technical support, troubleshooting issues, and participating in client interactions to explain product features, present results, and suggest recommendations. Your customer service orientation and ability to build positive relationships will be vital in retaining existing clients and driving new business for our Social & Reputation Suite. The Reputation Specialist reports directly to the Manager, Social Media.
Responsibilities
- Monitor and strategically respond to online reviews across various platforms (Apartments.com, Apartment Ratings, Facebook, Google, Yelp, etc.) using the company's reputation management platform.
- Collaborate with clients to address reputation management questions, concerns, and proactively resolve issues related to online reviews and ratings.
- Implement strategies to increase the number of online reviews.
- Implement best practices to solicit online reviews from customers through various channels (email, SMS, in-person, etc.).
- Work closely with the Manager, Social Media to analyze, streamline, and improve processes related to reputation management and review generation.
- Collaborate with the social media team to drive more business, retain existing customers, coordinate and prioritize review responses, and facilitate review generation campaigns.
- Provide support to team members within and outside the social media department on reputation management initiatives.
- Provide technical support regarding reputation management software and review sites, troubleshooting issues as necessary.
- Assist with editing and maintaining accurate business listing data on sites like Google and Yelp.
- Participate in client cadence calls to assist in explaining product features, enhancements, monthly results, and provide recommendations.
- Prepare and present reports on reputation management metrics, strategies, and results to clients and internal stakeholders.
- Stay up-to-date with the latest trends, best practices, and industry developments in online reputation management.
- Identify opportunities for process improvements and implement changes to enhance the reputation management efforts for our apartment community clients.
Requirements
- Bachelor's degree in Business, Marketing, Public Relations, Digital Media, Communications or related discipline from an accredited, not-for-profit University or College.
- 1-2 years of experience in marketing, social media, customer service within a corporate environment.
- Excellent written and verbal communication skills, with the ability to craft professional and engaging responses to online reviews.
- Strong analytical and problem-solving skills, with the ability to identify patterns and develop data-driven strategies.
Nice-to-haves
- Proficient in using reputation management software and familiarity with various online review platforms is preferred.
- Exceptional customer service and interpersonal skills, with the ability to build positive relationships with clients and internal teams.
- Strong organizational and time-management skills, with the ability to multitask and prioritize tasks effectively.
- Proficiency in data analysis and reporting tools (e.g., Excel) is preferred.
Benefits
- Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
- Life, legal, and supplementary insurance
- Virtual and in person mental health counseling services for individuals and family
- Commuter and parking benefits
- 401(K) retirement plan with matching contributions
- Employee stock purchase plan
- Paid time off
- Tuition reimbursement
- On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
- Access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups
- Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks
