Customer Communications Specialist (Review Response)

LOCATION: Lehi, UT

POSITION OVERVIEW:

We are looking for a Review Response and Dispute Specialist to own the end-to-end process of drafting, refining, and publishing timely, empathetic, and brand- safe responses to online reviews for multifamily communities across Google, Yelp, Apartments.com, and Facebook. In addition, support our structured Review Dispute program by preparing and tracking policy-based reports and appeals, maintaining accurate records, and coordinating with internal teams to resolve issues. Your work protects brand reputation, surfaces insights for operations, and turns public feedback into measurable improvements.

RESPONSIBILITIES:

Review Response Support

• Monitor assigned communities’ reviews and triage by priority and risk level.
• Write clear, human, and respectful responses tailored to the reviewer and platform.
• Highlight positives, acknowledge concerns without accepting blame, and guide next steps.
• Ensure every response aligns with Fair Housing and platform policies.
• Maintain and evolve a style guide and modular response library for consistency at scale.
• Meet response time SLAs and volume targets while maintaining quality and accuracy.

Review Dispute Support

• Prepare reports and appeals within Google’s review management tooling, following our SOPs and policy guidance.
• To keep the Review Dispute dashboard accurate, update statuses, dates, outcomes, tags, and links, and ensure correct formulas and counts.
• Track decision states such as Removed, Denied, Decision Pending, and Escalated, and follow through to closure.
• Manage access workflows through Zapier or n8n
• Recognize invites, access changes, or revocation notices and coordinate with the CSM or customer to restore or adjust access.
• Use our automation stack responsibly by triggering and monitoring scripted updates, macros, and data hygiene steps. Document any issues and escalate when needed.
• Share weekly insights on volume, outcomes, and policy themes, and propose improvements to templates and workflows.
• Work with the development team to log system issues and manage the transition towards in-app integration rather than a Google Sheets tool. 

Workflows and Tools

• Response drafting with external notes for approvals when required.
• Weekly reporting on KPIs and insights
• You will use the following tools: 
• • Opiniion, HubSpot, Google Sheets, Google Business Profile, Google Apps Script, Zapier/n8n, Keyboard Maestro, Looker Studio, Slack, and Gmail.

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.

PREFERRED 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.

OPINIION’S CULTURE: 

At Opiniion, we take our work seriously, but we don’t take ourselves too seriously! Our culture has been affectionately coined "Funfessional"—a perfect blend of professionalism and fun. We are committed to maintaining the highest standards of integrity, ethics, and excellence in all we do while fostering an environment where people enjoy coming to work. We believe in collaboration, innovation, and building a team that truly cares—about our clients, their residents, and each other.

BENEFITS SNAPSHOT:

• Comprehensive healthcare plans, encompassing medical, dental, and vision insurance, along with group life coverage. Opiniion covers 40-90% of the premium cost for employees and all dependents.
• 401(k) retirement plan with a 100% corporate match on the first 1% and 50% match on the next 5%.
• Pre-tax Health Spending Accounts (HSA).
• Paid Parental Leave for all new parents (including adoption or foster care).
• Unlimited Time Off policies. 
• 10 Paid Holidays annually.
• Monthly Gym Reimbursement benefit.

*Note that the above benefits are available only to full-time employees of Opiniion*

Opiniion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and  pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.