Customer Relations Specialist

Job Title

This role requires a strategic thinker with strong communication skills, a customer-centric mindset, and a passion for building positive stakeholder relationships. The Specialist collaborates closely with cross-functional teams specifically Operations and Marketing to ensure alignment with overall brand objectives and values.

Essential Functions (Other Duties as Assigned)

• Build, manage, and maintain a positive online presence and reputation for Spotless Brands and its portfolio of brands
• Monitor, analyze, and control online content and activity across multiple channels including search engines, blogs, communities, and consumer forums
• Implement a comprehensive strategy to engage with online audiences and in-location customers to maximize positive content and minimize the impact of negative content
• Reach out to dissatisfied customers to address concerns and manage negative reviews proactively
• Be both reactive and proactive within an authentic brand voice to cultivate loyal customers and amplify online advocates
• Create, proofread, and edit copy for various reputation channels, ensuring consistent voice across all brands
• Develop canned and customized response templates for site and district managers to use when internally managing negative reviews or customer situations
• Establish processes, procedures, and standards that drive positive reviews, engagement, and protect against reputational risk
• Own and maintain accurate business listings across all platforms Google Business Profile, Apple Maps, Bing, Yelp, and others for all Spotless Brands locations
• Audit listings regularly for accuracy of address, hours, phone numbers, photos, and services
• Manage new location setup and deactivation of closed sites across all listing platforms
• Coordinate with Operations and Marketing on hours changes, grand openings, and temporary closures
• Support new site openings by ensuring listings and review profiles are live and accurate prior to launch
• Coordinate monthly reviews and reporting of online content, ratings, and reputation performance
• Analyze online statistics and trends by site, rating, and keyword to identify ongoing patterns and potential mitigation solutions
• Deliver regular reporting on ratings performance, review sentiment, response rates, and listing health across all locations
• Assist with search engine management and monitor what customers are searching for and saying to inform strategy

Education and Experience

• Bachelor's degree in Marketing, Communications, or a related field, required
• Minimum 2 years of proven experience in reputation management, community outreach, or a similar role, required
• Experience in multi-unit retail, hospitality, or service industry, preferred
• Hands-on experience with Google Business Profile and third-party review platforms, required
• Familiarity with listings management tools (Yext, Rio SEO, Birdeye, or similar), preferred
• Retail experience, preferred

Knowledge, Skills, and Abilities

• Firm grasp of reputation management platforms, local SEO, social media, and ratings and review ecosystems
• Strong customer service orientation with an outgoing, solutions-focused personality
• Excellent written and verbal communication skills, including outstanding copywriting and proofreading abilities
• Critical thinker with strong problem-solving and research proficiencies
• Must be a self-starter who can independently move projects forward, prioritize tasks, and meet deadlines
• Strong attention to detail with the ability to manage listings and workflows across 200+ locations
• Ability to pinpoint problems and develop creative, practical solutions

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time
• Travel requirements less than 10%

Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting. Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers.