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, Linked In, X, Tik Tok, Threads, and other platforms as needed.

Monitor and manage online review platforms, including Google, Better Business Bureau, Site jabber, 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, , 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…