ITM - Reputation Management Associate
at Evernest
Company Overview
Evernest is a full-service real estate and property management company with a national presence and an outstanding reputation. We operate in 50+ of the nation's most investable markets and manage over 24,000 homes. We are a high-performing team, and our culture is second to none. Built on core values that drive collaboration, innovation, and the relentless pursuit of excellence, we're not just another property management company. Our dedicated people, proprietary technology, and commitment to continuous improvement are changing an industry.
Our goal is to manage 250,000 homes by 2030, and we're looking for driven individuals who share our vision. Join us on this exciting journey to build something great, and play a key role in shaping the future of property management, making a lasting impact on our clients and the communities we serve.
Position Overview
The Reputation Management Associate serves as the lead guardian for Evernest's public identity and a key driver for internal change. This person does not just manage reviews; they turn customer friction into actionable intelligence. By conducting a Root Cause Analysis (RCA) on every negative experience, they ensure our department and market leaders have the data they need to fix broken processes. This role balances empathy with high-level coordination to protect the company's reputation and promote a culture of continuous improvement. This is for a candidate who has moved past entry-level support and is ready to own a specialized function. It requires someone with the maturity to coordinate and hold internal teams accountable for resolution timelines. Success in this role demonstrates an ability to understand complex operations and influence organizational change, providing a path toward leadership in Client Experience or Operations.
Responsibilities
Review Management and Response- Monitor Google, Better Business Bureau (BBB), Yelp, Reddit, and other forums daily.
- Respond to all negative reviews within 24 hours.
- This post should acknowledge the specific issue and state that you are personally coordinating an investigation with the local team to find a resolution.
- Use a professional and cordial tone that takes responsibility for where we fall short.
- Avoid over-emotional apologies. Focus on showing the client that their feedback is being used to improve our processes and training.
Investigation and Internal Coordination
- Conduct a Root Cause Analysis (RCA) for every neutral or negative review.
- Confirm if the reviewer is a verified client. If they are not identifiable, you will route them to the dedicated feedback email to start a verification conversation. You then tag the review as a Promoter, Neutral, Detractor, or Complaint.
- Determine if the issue was caused by People, Process, Product, or Tools.
- Assign resolution tasks in OPEn to the responsible team members and include Market Leaders for visibility.
- Ensure all internal steps are completed, and the issue is resolved before posting a final public response.
Performance Reporting
- Track and report on Net Promoter Score (NPS) trends across different markets/regions.
- Identify recurring issues—such as communication lapses or billing confusion and present these lowlights to leadership.
- Participate in monthly meetings to recommend specific process updates based on common feedback patterns.
Requirements
- Digital Brand Management: 3+ yrs managing an organization's digital brand via platforms such as Google Business, Better Business Bureau (BBB), Yelp, and Reddit.
- Written Communication Excellence: Ability to write cordial, professional, and fair responses that take ownership of errors without using over-emotional or defensive language.
- Radical Accountability: They must naturally take ownership when Evernest falls short of its own expectations, regardless of who made the mistake.
- Data Discipline: Proficiency in Google Sheets or similar tools to maintain a database of reviews, track resolution success rates, and generate monthly reports.
- Investigation Logic: Ability to identify Valid vs. Invalid feedback based on whether it provides actionable information for the company
- Operational Analysis: Experience performing Root Cause Analysis to identify why a service failure occurred (e.g., distinguishing between a People error and a Process failure).
- Cross-Functional Coordination: Persistence in coordinating with Market Leaders and PMs to ensure tasks are fully resolved.
- AI Growth Mindset: Operational and technical expertise to build, implement, and scale a centralized reputation management function.
Minimum Requirements to join our team:
- Minimum 256GB of storage and 8GB of RAM; Processor: Core i5 or higher (Preferably laptop).
- Fast Internet: minimum download and upload speed of 50 Mbps (live speed tests will be conducted).
- 1 External Monitor (2 External Monitors preferred)
- Webcam
- Headset
- Quiet workspace
What We Offer
- Fully Remote Work: This is a 100% work-from-home position, giving you the flexibility, comfort, and work–life balance that remote work provides
- Limitless Learning & Growth: Enjoy continuous development through weekly company-wide development sessions designed to support both your personal and professional growth. Your progression matters, and we invest in it
- Culture That Prioritizes People: Connect directly with our CEO and leadership team during weekly company-wide Q&A sessions — a space to ask questions, share ideas, and be recognized.
- Innovation at the Core: Participate in weekly team meetings focused on process improvement, collaboration, and solving real challenges. Your ideas drive our evolution, and your voice truly matters.
- Feedback-Driven Culture: Experience a supportive, growth-oriented environment with monthly one-on-one meetings designed to provide feedback, encouragement, and clear development paths.
- Meaningful Time Off: Enjoy Paid Time Off (PTO) accrual + 8 paid company holidays and 2 floating holidays you can use for the moments that matter most to you — because balance is essential.
- Christmas Bonus: We provide an annual Christmas Bonus every December, equivalent up to 80 hours of pay. This amount may be prorated if you have been with us for less than one year.
CORE VALUES
To be considered for this position, you must connect deeply with Evernest's company core values:
Win Together – Without sacrificing our core beliefs, we will always put the Team (our Owners, our Residents, and each other), first. Individually, we can only achieve so much; as a team, everyone can meet, and exceed their goals.
Do the Right Thing - We will always be honest with each other, our residents, and our owners. We operate a truth-based property management company with high levels of accountability, regardless of how it affects us individually or as a company.
Own the Outcome – We will continuously strive for the best way to serve our Owners by frequently updating our processes, pushing ourselves never to be stagnant and never accepting the status quo. We are determined to revolutionize this industry.
Embrace the Grind – Beginning with just 30 houses to now almost 15,000, it has taken an extreme amount of hustle and perseverance to grow Evernest. We believe this benefits our clients because we are committed to whatever it takes to lease your home to a well-qualified tenant, collect rent, communicate effectively, and manage the day-in and day-out processes that keep you happy.
Grow Daily – Our team of professionals commits themselves to daily disciplines both inside and outside the office. The positive habits we create in life impact our company and our clients. It´s not an easy business, and there´s no substitute for disciplined habits if you want to remain successful
