Customer Communications Specialist (Review Response)
On-siteLehi, Utah, United States
Lehi, Utah, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Monitor assigned communities' reviews across Google, Yelp, Apartments.com, and Facebook, triaging by priority and risk level to draft clear, empathetic responses that align with Fair Housing policies. Prepare and track policy-based reports and appeals within Google's review management tooling, updating dashboard statuses and coordinating with internal teams to resolve disputes. Maintain accurate records, manage access workflows via Zapier or n8n, and share weekly insights on volume and outcomes. Meet response time SLAs and volume targets while evolving the style guide and modular response library for consistency.
Required Qualifications
- Exceptional writing and editing skills with a concise, empathetic voice.
- Sound judgment under time pressure and comfortable working from brief, SOP, and style guide.
- Experience responding on Google Business Profile, Yelp, Apartments.com, and Facebook.
- Proficiency with spreadsheets and ticketing or reputation platforms.
- Organized and detail-oriented with reliable follow-through.
Desired Qualifications
- Multifamily, hospitality, or property services background.
- Familiarity with Fair Housing considerations for public communications.
- Tools experience with Opiniion, ReviewTrackers or similar, HubSpot, Google Sheets, and Slack.
- Bilingual in English and Spanish.
- Comfort using AI assistants to draft first passes with strong human QA.
- Basic analytics skills to report on trends and KPIs.
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