Reputation Specialist, Apartments.com – Richmond, VA

Role Description

The Reputation Specialist is responsible for managing online reputation programs for multifamily clients, including review response management, review generation initiatives, reputation reporting, and strategic guidance. This role serves as a trusted advisor, helping clients strengthen their online presence, improve resident sentiment, and build trust with prospective renters through effective reputation management strategies. The ideal candidate has a strong understanding of online review platforms, reputation management best practices, customer service principles, and business listings management. Success in this role requires exceptional written communication skills, attention to detail, analytical thinking, and the ability to manage multiple client accounts in a fast-paced environment. The Reputation Specialist reports directly to the Manager, Social Media.

Responsibilities

• Online Reputation Monitoring & Response: Monitor and strategically respond to online reviews across various platforms including Apartments.com, ApartmentRatings, Google, Facebook, Yelp, and other relevant review sites. Craft professional, personalized, and brand-appropriate responses that reflect client goals and reputation management best practices. Ensure review responses meet brand standards, reputation management best practices, and client-specific guidelines. Collaborate with clients to address reputation management questions, concerns, and opportunities related to online reviews and ratings.
• Review Generation & Reputation Growth: Implement strategies designed to increase review volume and strengthen online reputation. Execute review generation initiatives through available channels, including email, SMS, and resident outreach campaigns. Identify opportunities to improve review acquisition performance and resident engagement.
• Client Success & Strategic Consulting: Serve as the primary point of contact for assigned reputation management clients. Lead recurring client calls to review reputation performance, discuss recommendations, and align on business goals. Prepare and present reports on reputation management metrics, trends, and strategic recommendations. Educate clients on reputation management best practices, product enhancements, and industry trends.
• Technical Support, Listings Management & Troubleshooting: Provide technical support related to reputation management software and online review platforms. Troubleshoot client issues and coordinate resolution efforts as needed. Assist with maintaining accurate business listing information across platforms such as Google Business Profile and Yelp.
• Collaboration, Support & Process Improvement: Partner with Social Media Specialists and internal stakeholders to support customer retention, product adoption, and service excellence. Contribute to process improvements related to review response workflows, review generation programs, and reputation management operations. Provide support and expertise to team members across departments on reputation management initiatives.
• Continuous Learning & Industry Development: Stay current on reputation management trends, review platform updates, and industry best practices. Identify opportunities to improve client outcomes and enhance the effectiveness of reputation management programs.

Basic Qualifications

• One or more years of experience in reputation management, digital marketing, communications, customer service, or customer-facing account management roles.
• Excellent written and verbal communication skills with the ability to craft thoughtful, professional, and engaging review responses.
• Strong analytical and problem-solving skills, with the ability to identify patterns and develop data-driven recommendations.
• A track record of commitment to prior employers.
• Bachelor's degree in Business, Marketing, Public Relations, Digital Media, Communications or related discipline from an accredited, not-for-profit, in person university or college.

Preferred Qualifications And Skills

• Experience managing online review programs on behalf of multiple clients or brands.
• Proficiency with reputation management software and major online review platforms.
• Familiarity with business listings management platforms, including Google Business Profile.
• 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 effectively.
• Familiarity with analytics, reporting tools, and data interpretation.
• Evidence of strong academic performance in college.

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 Employee Resource Groups
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

Pay

Base Compensation: $60,000 - $64,000 Annually