Customer Communications Specialist (Review Response)

Opiniion is a resident satisfaction software that partners with property management companies to create better living experiences for their residents. Our platform has helped thousands of property managers collect and act on real-time feedback, improve resident experiences, and enhance their online reputation. Opiniion is committed to exceptional service and innovation, earning recognition as one of America’s fastest-growing private companies. Driven by a forward-thinking team, we’re shaping the future of resident engagement. Our continued growth and commitment to innovation make this an exciting time to be part of our team!

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 d