Communications Specialist II (Professional)/Gold Bond Consumer Care Specialist

Communications Specialist II (Professional)/Gold Bond Consumer Care Specialist

Immediate need for a talented Communications Specialist II (Professional)/Gold Bond Consumer Care Specialist. This is a 12 month contract opportunity with long-term potential and is located in Morristown, NJ (Part-Time Contractor - Fully remote).

Pay Range: $40 - $50/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Part-time hours (approximately 20 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
• Consumer Inquiry Management
• Manage and respond to non-medical consumer inquiries across all channels within established SLA timeframes
• Address common consumer issues including:
• Sign-up challenges and account issues
• Coupon concerns and redemption problems
• Website discrepancies and navigation issues
• Money Back Guarantee process inquiries
• Manage Target.com Q&A inquiries for Gold Bond products
• Route medical questions appropriately to the pharmacovigilance team
• Maintain accurate records of all consumer interactions
• Social Media Management & Moderation
• Monitor Gold Bond social media handles (Facebook, Instagram, Twitter, etc.) for consumer comments, questions, and feedback
• Respond to consumer inquiries on social platforms within 24 business hours using approved response matrices
• Identify and escalate adverse events and product technical complaints through the AE portal
• Ensure all social media responses comply with company SOPs, pharmacovigilance requirements, and platform best practices
• Collaborate with agency partners using the Sprout Social platform for content moderation and access management
• Social Listening & Brand Monitoring
• Conduct ongoing social listening across Gold Bond brand social media platforms (Facebook, Instagram, Twitter, TikTok, etc.) to monitor brand mentions, consumer sentiment, and emerging trends
• Monitor brand site (GoldBond.com) comments, reviews, and user-generated content for consumer feedback and sentiment
• Track competitor activity and industry conversations relevant to Gold Bond and the skincare category
• Identify and analyze consumer pain points, product feedback, and unmet needs through social listening insights
• Prepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insights
• Share social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product development
• Alert brand team to trending topics, viral moments, or potential PR issues requiring immediate attention
• Use social listening data to inform response matrices and anticipate consumer care needs
• Review Management
• Monitor and respond to low star ratings (under 3 stars) on GoldBond.com within 24 business hours using approved standard response templates
• Conduct monthly reconciliation with the Pharmacovigilance team on review feedback (automated process with specialist oversight)
• Maintain brand reputation through timely and empathetic consumer responses
• Ratings & Reviews / New Product Launch Support
• Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication across Gold Bond product listings
• Monitor and respond to consumer ratings and reviews on GoldBond.com, retailer sites, and third-party platforms in a timely and brand-appropriate manner
• Track ratings and reviews trends, sentiment, and volume to identify product quality issues or consumer satisfaction opportunities
• Support new product launch activities including setting up ratings and reviews collection for newly launched SKUs, coordinating sampling/review generation programs, and preparing consumer care readiness (FAQs, response matrices, escalation paths) ahead of launch
• Coordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is fully prepared for new product launches
• Flag and escalate any product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teams
• Reporting & Analysis
• Prepare and deliver monthly pulse reports on consumer interactions, sentiment, and key metrics
• Track and report on consumer inquiry trends, common issues, and resolution rates
• Respond to ad hoc reporting requests from the brand team, legal, and other stakeholders
• Conduct deep dive analysis on consumer feedback to identify insights and improvement opportunities
• Share consumer learnings with the brand team to inform product development and marketing strategies
• Compliance & Documentation
• Follow established multi-channel operating model documentation and SOPs
• Maintain up-to-date knowledge of response matrices and brand guidelines
• Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements
• Participate in required training and maintain annual credentials
• Update contact information and response templates as needed (e.g., phone numbers, links)
• Cross-Functional Collaboration
• Serve as the primary consumer care contact for the Gold Bond brand team
• Coordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as needed
• Escalate issues and adverse events promptly to appropriate internal teams
• Align with the brand team on campaigns and initiatives that may impact consumer inquiry volume or content
• Support agency partners with platform access management and coordination

Key Requirements and Technology Experience:

• Key skills; consumer care, customer service, or community management enterprise customer service platforms (e.g., Verint, Genesys, Medallia)
• Social Media Management Systems (SMMS) platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice
• Social listening tools
• Brand monitoring platform
• Pharma/ biotech experience
• Experience in consumer healthcare, pharmaceutical, or a regulated industry preferred
• Fluency in Spanish
• Knowledge of FDA regulations and pharmacovigilance requirements
• Experience with consumer-packaged goods (CPG) or over the counter (OTC) products
• 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
• 35 years of experience in consumer care, customer service, or community management
• Experience with enterprise customer service platforms (e.g., Verint, Genesys, Medallia)
• Hands-on experience with Social Media Management Systems (SMMS) and ratings & reviews platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice
• Direct experience with the Sprout Social and/or Bazaarvoice platforms
• Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)
• Experience with social listening tools and brand monitoring platforms
• Proven track record of managing consumer inquiries across multiple channels; pharma/pharmacovigilance experience, FDA regulation backgrounds, OTC side .
• Communication: Excellent written and verbal communication skills with the ability to craft empathetic, on-brand responses
• Social Media Expertise: Strong understanding of social media platforms, etiquette, best practices, and metrics
• Social Listening: Ability to extract actionable insights from social listening data and translate findings into strategic recommendations
• Attention to Detail: Ability to identify adverse events, product complaints, and compliance-sensitive content
• Organization: Strong time management skills with the ability to prioritize across multiple tasks and channels
• Problem-Solving: Analytical mindset with the ability to identify trends and recommend solutions
• Technical Proficiency: Comfortable learning and navigating multiple digital platforms and tools
• Compliance Mindset: Familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications
• Collaboration: Ability to work effectively with cross-functional