Consumer Care Specialist

Gold Bond Consumer Care Specialist

The Gold Bond Consumer Care Specialist is a part-time contractor role responsible for managing consumer inquiries, social media moderation, and customer service operations for the Gold Bond brand. This position reports directly to the Gold Bond Brand Manager and serves as the primary point of contact for consumer engagement across multiple channels (phone, email, online, and social media). The role ensures timely, compliant, and high-quality responses to consumer questions, complaints, and feedback while maintaining brand reputation and consumer satisfaction.

Core Responsibilities:

• Consumer Inquiry Management
• Social Media Management & Moderation
• Social Listening & Brand Monitoring
• Review Management
• Ratings & Reviews / New Product Launch Support
• Reporting & Analysis
• Compliance & Documentation
• Cross-Functional Collaboration

Required Qualifications:

• Education: BA/BS degree preferred with a focus in Communications, Marketing, Business Administration, or related field
• Experience: 35 years of experience in consumer care, customer service, or community management
• Professional Skills: Excellent written and verbal communication skills, strong understanding of social media platforms, ability to extract actionable insights from social listening data, strong time management skills, analytical mindset, comfortable learning and navigating multiple digital platforms and tools, familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications, ability to work effectively with cross-functional teams and external agency partners, flexible and responsive to shifting priorities and evolving brand needs

Preferred Qualifications:

• Fluency in Spanish preferred
• Direct experience with the Sprout Social and/or Bazaarvoice platforms
• Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)
• Knowledge of FDA regulations and pharmacovigilance requirements
• Experience with consumer-packaged goods (Client) or over-the-counter (OTC) products

Key Performance Indicators:

• Response time to consumer inquiries (target: within 24 business hours)
• Consumer satisfaction scores and sentiment trends
• Accuracy and compliance of all consumer-facing responses
• Timely identification and escalation of adverse events
• Quality and timeliness of monthly pulse reporting
• Social media engagement and response rates
• Quality and frequency of social listening reports and insights delivered to brand team

Work Schedule:

Full-time hours (approximately 40 hours per week) Flexible schedule with core availability during standard business hours Availability for occasional urgent issues outside standard hours Remote work with a reliable internet connection required