Review Response Specialist

Review Response Specialist

Hiring in the following states: Arkansas, California, Colorado, Connecticut, Florida, Georgia, Maine, Massachusetts, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Texas, Vermont.

Position summary

The Review Response Specialist writes the replies that local businesses across the United States put in front of their customers. You respond to online reviews and social comments on our clients’ behalf — thoughtfully, professionally, and with search visibility in mind — protecting and strengthening their reputation with every response.

This is a production seat with a craft standard: real volume, real deadlines, and no room for a careless sentence. You are writing in someone else’s voice, in public, about their business.

You are part of a team, but most of the day-to-day work is self-directed. You will also work directly with clients by email and phone on negative reviews and difficult situations. Standard working hours are 8:30-5 pm EST, with some rotating weekend coverage expected, not exceeding 40 hours per week. 

Responsibilities

Accountable for:

• Response quality: every reply must be accurate, on-brand, correctly toned, and free of grammar and spelling errors. It publishes under the client’s name, not ours.
• Turnaround: responses delivered within the standard, every day, without a backlog building behind you.
• Negative review handling: difficult feedback addressed in a way that resolves the situation for the customer and protects the client.

Lane 1: Response production

OWNS:

• The quality and search-consciousness of every response you publish.
• Your daily throughput against the turnaround standard.

RUNS:

• Writing responses to reviews and social comments across Google, Facebook, DealerRater, Cars.com, Edmunds, Yelp, CarGurus, and other platforms.
• Applying each client’s voice, guidelines, and content priorities.
• Incorporating SEO best practices into response content.

Lane 2: Negative reviews and client partnership

OWNS:

• The handling of negative reviews and comments, in direct partnership with the client.
• The confidentiality of the client and customer information you handle, in line with Widewail’s data handling standards.

RUNS:

• Email and phone communication with clients in support of their online reputation.
• Recommending how a client could or should manage a difficult situation online.
• Escalating situations that need a manager or a client decision before they escalate on their own.

Performance measures

The Review Response Specialist is evaluated primarily on:

1. Response volume against the daily or shift standard.
2. Quality and audit score, measured through review of published responses.
3. Turnaround-time adherence and backlog age.
4. Revision and correction rate.
5. Handling of escalated negative reviews, measured through resolution and client feedback.

Specific standards and targets are set with your supervisor at hire and reviewed during the performance cycle.

First 90 days

By 30 days

• You are writing publishable responses for a defined set of clients, with review before publication.
• You know each of your clients’ voices, guidelines, and content priorities.

By 60 days

• You are working independently at the turnaround standard for your assigned book.
• You are handling routine negative reviews without escalation.

By 90 days

• You are at full volume, replying to 4000-4500 reviews per month , working dif