Community Outreach Specialist

Spotless Brands; Dunbar (WV); On-site; USD 55,000 - 85,000; Full time

Job summary

Spotless Brands is seeking a Community Outreach Specialist to safeguard and enhance our online reputation across Cobblestone, Flagship, Okie Auto Wash, and Ultimate Shine brands. You will manage listings, monitor reviews, and craft authentic responses to protect brand integrity.

The role collaborates with Operations and Marketing to align with company goals, maintaining accuracy across platforms and guiding new location launches. Strong communication and customer-centric focus are essential.

Qualifications

• Bachelor’s degree in Marketing or Communications is required.
• Minimum 2 years in reputation management or outreach.
• Hands-on experience with Google Business Profile.
• Familiarity with listings management tools (Yext, Rio SEO, Birdeye).

Responsibilities

• 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.
• Engage with online audiences and in-location customers to maximize positive content and minimize negative content.
• Address concerns from dissatisfied customers and proactively manage negative reviews.
• Craft copy for reputation channels with consistent brand voice across all brands.
• Develop response templates for site and district managers to manage negative reviews internally.
• Maintain accurate business listings across Google, Apple Maps, Bing, Yelp, and others for all locations.
• Audit listings for address, hours, phone numbers, photos, and services.
• Coordinate with Operations and Marketing on hours changes, openings, and closures.
• Support new site openings by ensuring listings and review profiles are live and accurate prior to launch.
• Deliver monthly reviews and reporting of online content, ratings, and reputation performance.
• Analyze online statistics by site, rating, and keyword to identify patterns and mitigation solutions.
• Provide regular reporting on ratings, sentiment, response rates, and listing health across locations.
• Assist with search engine management and monitor customer search terms to inform strategy.

Skills

Reputation management

Local SEO

Copywriting

Customer service

Project management

Listing management

Research skills

Education

Bachelor’s degree in Marketing/Communications

Tools

Google Business Profile

Third‑party review platforms

Yext

Rio SEO

Birdeye

Job description

Position Overview

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 Operations and Marketing to ensure alignment with overall brand objectives and values.

Job Details

• Job Title: Community Outreach Specialist
• FLSA Status: Exempt
• Job Status: Full Time
• Location: Regional HQ Office
• Reports To: Senior Vice President of Marketing
• Direct / Indirect Reports: None
• Effective Revision Date: 6/28/2026

Essential Functions

• 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 deactivate 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%

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

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. Do not include any medical or health information in this email. The Human Resources team will respond to your email promptly.

Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E‑Verify to check employment eligibility: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf