Customer Relations Specialist

About the role

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
• 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%