Gold Bond Consumer Care Specialist - Remote / Telecommute

Job Title

Pay Range: $51.53hr - $56.53hr

Requirement/Must Have:

• 35 years of experience in consumer care, customer service, or community management.
• Experience with enterprise customer service platforms (e.g., Verint, Client, Medallia).
• Hands-on experience with Social Media Management Systems (SMMS) and ratings & reviews platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice.
• Experience with social listening tools and brand monitoring platforms.
• Experience in consumer healthcare, pharmaceutical, or a regulated industry preferred.
• Proven track record of managing consumer inquiries across multiple channels.
• Strong understanding of social media platforms, etiquette, best practices, and metrics.
• Ability to identify adverse events, product complaints, and compliance-sensitive content.
• Familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications.
• Strong verbal and written communication skills with the ability to craft empathetic, on-brand responses.
• Ability to communicate effectively with stakeholders and cross-functional teams.

Responsibilities:

• Manage and respond to non-medical consumer inquiries across all channels within established SLA timeframes.
• Address common consumer issues including sign-up challenges, coupon concerns, and website discrepancies.
• Manage Target.com Q&A inquiries for specific products.
• Route medical questions appropriately to the pharmacovigilance team.
• Monitor social media handles for consumer comments, questions, and feedback.
• Identify and escalate adverse events and product technical complaints through the AE portal.
• Ensure all social media responses comply with company SOPs and pharmacovigilance requirements.
• Conduct ongoing social listening across social media platforms to monitor brand mentions and emerging trends.
• Prepare weekly or monthly social listening reports highlighting key themes and sentiment trends.
• Monitor and respond to low star ratings on brand sites within 24 business hours.
• Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication.
• Support new product launch activities including setting up ratings and reviews collection and preparing consumer care readiness.
• Follow established multi-channel operating model documentation and SOPs.
• Serve as the primary consumer care contact for the brand team.

Nice to Have:

• Strong verbal and written communication skills in Spanish.
• 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 (CPG) or over-the-counter (OTC) products.

Skills:

• Collaborations Medical Legal Regulatory team.
• Escalate adverse events.
• Social Media Management.
• Social Listening.
• Bazaarvoice.
• Sprout Social.
• Consumer Care.
• Pharmacovigilance.
• Content Moderation.

Qualification And Education:

• BA/BS degree preferred with a focus in Communications, Marketing, Business Administration, or related field.
• An equivalent combination of education and experience will be considered.