Reputation Management Coordinator

Working with property management and the marketing team, the Reputation Management Coordinator will monitor and respond to online reviews, complaints, and questions and serve as our public-facing response’s primary point of contact. They will coordinate ingesting, responding to, and working to improve our online reputation on sites like Trustpilot, BBB, Google, Yelp, and others.
Responsibilities:
The essential functions of the job are listed below. Other responsibilities may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure, and/or geographic location. Reasonable accommodations may be made to allow differently-abled individuals to perform the job’s essential functions.
-Monitor and ingest reviews and comments.
-Respond to online comments and comments.
-Actively work to improve our online reputation through campaigns and support for other staff to garner reviews.
-Coordinate with PM staff to determine appropriate responses or remediation in the case of disputes.
-Report on current metrics and past metrics.
-Propose new strategies to cultivate our reputation.
-Follow all ethical and appropriate business practices and reports any deviations by any observed employee [these are generic work requirements that apply to all employees].
-Follow all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal -mandates. Seeks guidance as necessary.
-Carry out all responsibilities in an honest, ethical, and professional manner.
-Handles various other duties as delegated by direct supervisor/management.
Minimum Qualifications:
-Education/Experience/Certification/License
-Bachelor’s Degree in Marketing, Communications, Business Management, and/or a related field
-Minimum 1 year of experience in working with online communities or forums. Anywhere where online interaction has been done in a professional manner.
Knowledge/Skills/Abilities:
– Excellent verbal and written communication, problem-solving, planning, and analysis skills.
– Strong relationship management, organizing, and customer service skills.
– Intermediate knowledge of Salesforce is a plus.
– Intermediate knowledge of google docs, sheets, and email, as well as Miro, Notion, and PM tools, is a plus.
– Must be able to communicate with all levels of management effectively.
– Must be able to meet multiple deadlines.
– Must be able to maintain confidentiality.
– Must be able to implement process improvement changes.
– Must be able to work in a team environment.
– You must be able to pay close attention to details.
– Must be able to adapt and flex to a changing environment.
Working Conditions: May occasionally be required to work overtime.
Physical Demand:
This position is considered light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. This position sits most of the time.
Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer screen; extensive reading etc.
Requires frequent typing, talking, hearing, seeing, repetitive motion and maintaining a static position for periods.
Requires occasional lifting and carrying.
Work Environment:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the job’s essential functions within the environment.
This position performs typical office or administrative work.
This position is not substantially exposed to adverse environmental conditions.
About Poplar Homes:
“Poplar Homes is a national technology-enabled property management company that empowers property owners and residents throughout their lifetime real estate journey. With remote staffing and a proprietary full-stack platform, Poplar offers zero-fuss leasing, managing, and maintenance services to over 15,000 doors across 17 states and 25 major markets. For renters entering the market, Poplar rebalances the power dynamic and makes it easy to get approved, view available properties, and rent a home online. For property owners, Poplar Homes makes maintaining a rental home as easy as managing a stock portfolio online. Poplar’s coast-to-coast expansion brings national tools to local teams, empowering investors to manage and monetize residential rental property across disparate locations while increasing efficiencies by 5x and saving thousands in operating costs.”