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.
• 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.
• Availability for approximately 20 hours per week with core availability during standard business hours.

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.
• 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 to monitor brand mentions, consumer sentiment, and emerging trends.
• Monitor brand site comments, reviews, and user-generated content.
• Prepare weekly or monthly social listening reports highlighting key themes and consumer insights.
• Manage platforms 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.
• Prepare and deliver monthly pulse reports on consumer interactions and sentiment.
• Collaborate with medical, legal, regulatory, and marketing teams as needed.

Nice to Have:

• Experience in consumer healthcare, pharmaceutical, or a regulated industry.
• 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:

• Social Media Management.
• Social Listening.
• Consumer Engagement.
• Pharmacovigilance Compliance.
• Sprout Social.
• Bazaarvoice.
• Data Analysis and Reporting.
• Cross-Functional Collaboration.
• Excellent communication and presentation skills.

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.