Customer Communications Specialist (Review Response)

Customer Communications Specialist (Review Response)
Location: Lehi, UT

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, 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

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.

Prepare reports and appeals within Google’s review management tooling, following SOPs and policy guidance.

Update the Review Dispute dashboard – statuses, dates, outcomes, tags, links, and formulas – to keep it accurate.

Track decision states (Removed, Denied, Decision Pending, Escalated) and follow through to closure.

Manage access workflows through Zapier or n8n, recognizing invites, access changes, or revocation notices and coordinating with the CSM or customer to restore or adjust access.

Use the automation stack responsibly by triggering and monitoring scripted updates, macros, and data hygiene steps; document issues and elevate when needed.

Share weekly insights on volume, outcomes, and policy themes, proposing improvements to templates and workflows.

Work with the development team to log system issues and manage the transition toward in‑app integration rather than a Google Sheets tool.

Draft responses with external notes for approvals when required; report on KPIs and insights weekly.

Use tools such as Opiniion, HubSpot, Google Sheets, Google Business Profile, Google Apps Script, Zapier
8n, 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

Background in multifamily, hospitality, or property services.

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.

Benefits Snapshot

Comprehensive healthcare plans (medical, dental, vision) and group life coverage; Opiniion covers 40‑90% of premium for employees and dependents.

401(k) retirement plan with 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.

Equal Opportunity Employer
Opiniion is an equal opportunity employer that is committed to diversity and inclusion. We prohibit discrimination and harassment on the basis of any protected characteristic under applicable federal, state, or local laws.

Salary: 18-20 USD per hour (Lehi Headquarters)

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