Consumer Care Specialist

Gold Bond Consumer Care Specialist (Full-Time Contractor)
Position Summary
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
• 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
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Required Qualifications
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
Experience
• 3-5 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
• 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
Professional Skills
• 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 teams and external agency partners
• Adaptability: 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
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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
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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