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.

Work Schedule: Tuesday through Saturday, 10:00 AM to 7:00 PM Central Time (CT).

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.

Our full-time employee benefits include:

A competitive and comprehensive benefits package.