Customer Communications Specialist (Review… at Opiniion Inc. · Lehi

Summary: Opiniion Inc. is a resident satisfaction software company focused on enhancing living experiences for residents through feedback collection and service innovation. They are seeking a Customer Communications Specialist to manage online review responses and support dispute processes, ensuring brand reputation and operational insights are maintained. 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 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 - Response drafting with external notes for approvals when required - Weekly reporting on KPIs and insights Required 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 Required Skills: Google Business Profile, Yelp, Apartments.com, Facebook, Spreadsheets, Ticketing platforms, Reputation platforms, Fair Housing considerations, Opiniion, ReviewTrackers, HubSpot, Google Sheets, Slack, Basic analytics, Exceptional writing, Empathy, Sound judgment, Reliable follow-through, Bilingual in English, Spanish Benefits: 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.