Gold Bond Consumer Care Specialist - Remote / Telecommute
Cynet Systems
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.
Vacancy posted more than 2 months ago
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