Community Outreach Specialist

Job description

Community Outreach Specialist

The Community Outreach Specialist is responsible for maintaining and enhancing Spotless Brands' reputation by proactively managing online reviews and location listings across the Cobblestone, Flagship, Okie Auto Wash, and Ultimate Shine portfolios. 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%

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers.

Worksite address

paoli, PA, 19301, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.