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

Workflows and Tools

Opiniion, HubSpot, Google Sheets, Google Business Profile, Google Apps Script, Zapier / n8n, Keyboard Maestro, Looker Studio, Slack, and Gmail.

QUALIFICATIONS :

PREFERRED QUALIFICATIONS :

Tools experience with Opiniion, ReviewTrackers or similar, HubSpot, Google Sheets, and Slack.

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 caresabout our clients, their residents, and each other.

BENEFITS SNAPSHOT :

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.

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