Reputation Specialist, Apartments.com - Richmond, VA

costar; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

CoStar Group’s Apartments.com brand is seeking a Reputation Specialist to manage online reputation programs for multifamily clients. You will monitor reviews, respond strategically, and guide clients in improving resident sentiment and trust with prospective renters.

The role emphasizes exceptional written communication, attention to detail, and the ability to manage multiple accounts in a fast-paced environment while collaborating with internal teams to enhance service excellence.

Qualifications

• Strong understanding of online review platforms and reputation management best practices.
• Excellent written communication skills and attention to detail.
• Experience with business listings management and listings accuracy.

Responsibilities

• Monitor and respond to online reviews across platforms ( Apartments.com, ApartmentRatings, Google, Facebook, Yelp, etc.).
• Craft professional, brand-aligned responses reflecting client goals and best practices.
• Lead review generation initiatives through email, SMS, and resident outreach campaigns.
• Prepare and present reports on reputation metrics, trends, and recommendations.

Skills

Written communication

Analytical thinking

Customer service

Listings management

Job description

Reputation Specialist, Apartments.com - Richmond, VA

Job Description

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

Apartments.com

Apartments.com is the nation's #1 rental marketplace for owners, property managers and consumers. Apartments.com is the network that millions of renters every year rely on to find their new place, is continuing to grow our industry-leading sales force. We provide apartment Property Managers and Owners with a platform to market their property listings and the industry's most comprehensive virtual tools to attract the most and highest-quality renters. The Apartments.com Network includes Apartments.com, ForRent.com, ApartmentFinder.com, ApartmentHomeLiving.com, and eight other leading rental sites. Our suite of services includes digital advertising, social and reputation management, and market analytic solutions which delivers innovative tools for our customers. Learn more about Apartments.com .

Role Description

The Reputation Specialist is responsible for managing online reputation programs for multifamily clients, including review response management, review generation initiatives, reputation reporting, and strategic guidance. This role serves as a trusted advisor, helping clients strengthen their online presence, improve resident sentiment, and build trust with prospective renters through effective reputation management strategies.

The ideal candidate has a strong understanding of online review platforms, reputation management best practices, customer service principles, and business listings management. Success in this role requires exceptional written communication skills, attention to detail, analytical thinking, and the ability to manage multiple client accounts in a fast-paced environment. The Reputation Specialist reports directly to the Manager, Social Media.

Responsibilities

1. Online Reputation Monitoring & Response
   • Monitor and strategically respond to online reviews across various platforms including Apartments.com, ApartmentRatings, Google, Facebook, Yelp, and other relevant review sites.
   • Craft professional, personalized, and brand-appropriate responses that reflect client goals and reputation management best practices.
   • Ensure review responses meet brand standards, reputation management best practices, and client-specific guidelines.
   • Collaborate with clients to address reputation management questions, concerns, and opportunities related to online reviews and ratings.
2. Review Generation & Reputation Growth
   • Implement strategies designed to increase review volume and strengthen online reputation.
   • Execute review generation initiatives through available channels, including email, SMS, and resident outreach campaigns.
   • Identify opportunities to improve review acquisition performance and resident engagement.
3. Client Success & Strategic Consulting
   • Serve as the primary point of contact for assigned reputation management clients.
   • Lead recurring client calls to review reputation performance, discuss recommendations, and align on business goals.
   • Prepare and present reports on reputation management metrics, trends, and strategic recommendations.
   • Educate clients on reputation management best practices, product enhancements, and industry trends.
4. Technical Support, Listings Management & Troubleshooting
   • Provide technical support related to reputation management software and online review platforms.
   • Troubleshoot client issues and coordinate resolution efforts as needed.
   • Assist with maintaining accurate business listing information across platforms such as Google Business Profile and Yelp.
5. Collaboration, Support & Process Improvement
   • Partner with Social Media Specialists and internal stakeholders to support customer retention, product adoption, and service excellence.
   • Contribute to process improvements related to review response workflows, review generation programs, and reputation management operations.
   • Provide support and expertise to team members across departments on reputation management initiatives.
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