Social Media Reputation Specialist, Apartments.com - Norfolk, VA

Job Description

Social Media Reputation Specialist – Apartments.com – Norfolk, VA

Company Intro

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, 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:

As a Reputation Specialist, you will play a crucial role in supporting our Social & Reputation Suite, a fully managed solution for managing the reputation and social media presence of apartment communities. You will be responsible for monitoring and strategically responding to online reviews across various platforms and implementing review generation campaigns to increase reviews. Your exceptional communication skills will be essential in crafting professional and engaging responses to online reviews. Collaborating with clients and internal teams, you will ensure a seamless reputation management process, providing technical support, troubleshooting issues, and participating in client interactions to explain product features, present results, and suggest recommendations. Your customer service orientation and ability to build positive relationships will be vital in retaining existing clients and driving new business for our Social & Reputation Suite. The Reputation Specialist reports directly to the Manager, Social Media.

Responsibilities:

1. Online Reputation Monitoring and Response:

• Monitor and strategically respond to online reviews across various platforms (Apartments.com, Apartment Ratings, Facebook, Google, Yelp, etc.) using the company's reputation management platform.
• Collaborate with clients to address reputation management questions, concerns, and proactively resolve issues related to online reviews and ratings.

2. Review Generation:

• Implement strategies to increase the number of online reviews.
• Implement best practices to solicit online reviews from customers through various channels (email, SMS, in-person, etc.).

3. Process Optimization and Collaboration:

• Work closely with the Manager, Social Media to analyze, streamline, and improve processes related to reputation management and review generation.
• Collaborate with the social media team to drive more business, retain existing customers, coordinate and prioritize review responses, and facilitate review generation campaigns.
• Provide support to team members within and outside the social media department on reputation management initiatives.

4. Technical Support and Troubleshooting:

• Provide technical support regarding reputation management software and review sites, troubleshooting issues as necessary.
• Assist with editing and maintaining accurate business listing data on sites like Google and Yelp.

5. Client Interactions and Reporting:

• Participate in client cadence calls to assist in explaining product features, enhancements, monthly results, and provide recommendations.
• Prepare and present reports on reputation management metrics, strategies, and results to clients and internal stakeholders.

6. Continuous Learning and Improvement:

• Stay up-to-date with the latest trends, best practices, and industry developments in online reputation management.
• Identify opportunities for process improvements and implement changes to enhance the reputation management efforts for our apartment community clients.

Basic Qualifications:

• Bachelor's degree in Business, Marketing, Public Relations, Digital Media, Communications or related discipline from an accredited, not-for-profit University or College.
• 1-2 years of experience in marketing, social media, customer service within a corporate environment
• Excellent written and verbal communication skills, with the ability to craft professional and engaging responses to online reviews.
• Strong analytical and problem-solving skills, with the ability to identify patterns and develop data-driven strategies.

Preferred Qualifications and Skills:

• Proficient in using reputation management software and familiarity with various online review platforms is preferred.
• Exceptional customer service and interpersonal skills, with the ability to build positive relationships with clients and internal teams.
• Strong organizational and time-management skills, with the ability to multitask and prioritize tasks effectively.
• Proficiency in data analysis and reporting tools (e.g., Excel) is preferred.

What’s in it for you?  

When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.  We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program. 

Our benefits package includes (but is not limited to): 

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug 
• Life, legal, and supplementary insurance 
• Virtual and in person mental health counseling services for individuals and family
• Commuter and parking benefits 
• 401(K) retirement plan with matching contributions 
• Employee stock purchase plan 
• Paid time off 
• Tuition reimbursement 
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups 
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks 

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position. 

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing