Specialist, Brand Reputation

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed.  Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors.  Today Amherst has over 1000 employees and $14.1 billion in assets under management.

Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S.  The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team.  In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending.  Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.

Key Responsibilities

• Manage the day-to-day activities of social media brand channels, including Facebook, Instagram, LinkedIn, X, TikTok, Threads, and other platforms as needed.
• Monitor and manage online review platforms, including Google, Better Business Bureau, Sitejabber, Glassdoor, and other platforms as needed.
• Manage brand reputation email inquiries through Salesforce queues and Outlook.
• Own the escalation process from beginning to end, ensuring appropriate follow-up and confirmation of resolutions.
• Request updated reviews when applicable after an issue has been resolved.
• Monitor online conversations and interactions to identify opportunities to improve customer service and the resident experience.
• Gather resident insights and provide relevant information and feedback to business units.
• Prepare reporting related to social media and online reputation activities.
• Collaborate cross-functionally to support brand reputation and customer experience initiatives.
• Participate in special projects and other responsibilities as assigned.

Job Requirements

Minimum Requirements:

• High school diploma or equivalent.
• 2+ years of experience in marketing and/or customer support preferred.
• Strong experience with escalation management.
• Strong ability to collaborate cross-functionally.
• Excellent written communication skills.
• Experience with online community management and social media platforms.
• Experience using reputation or social media management tools such as Sprout Social, Reputation.com, or similar platforms.
• Experience working with native social media platforms.
• Strong multitasking skills.
• Ability to adapt quickly to changes in priorities and daily routines.

Preferred Qualifications:

• College degree in Marketing, Communications, Business, or a related field.
• Experience managing brand reputation across multiple digital channels.
• Experience working with customer service, resident experience, or online review management.
• Experience with reporting and analyzing social media or online reputation activity.

Functional and Behavioral Skills

Functional Skills:

• Social media management and community engagement.
• Online reputation management.
• Escalation management and resolution follow-up.
• Customer service and resident engagement.
• Salesforce and Outlook.
• Social media management and reputation management platforms.
• Reporting and tracking of social media and reputation activities.
• Ability to manage multiple digital channels simultaneously.

Behavioral Skills:

• Excellent written and verbal communication.
• Strong customer service orientation.
• Strong interpersonal and relationship-building skills.
• Cross-functional collaboration.
• Problem-solving and sound judgment.
• Strong organization and time management.
• Ability to multitask and prioritize competing responsibilities.
• Adaptability and flexibility.
• Attention to detail.
• Ability to remain professional and composed when handling escalations or challenging interactions.