USA-Communications Specialist II (Professional)

Gold Bond Consumer Care SpecialistType: Part-Time (approximately 20 hours per week) Location: Remote Duration: 12+ months (possible extension) Pay Rate: $50/hrPosition 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 ResponsibilitiesConsumer Inquiry Management Manage and respond to non-medical consumer inquiries across all channels within established SLA timeframesAddress 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 interactionsSocial Media Management & Moderation Monitor Gold Bond social media handles (Facebook, Instagram, Twitter, etc.) for consumer comments, questions, and feedbackRespond to consumer inquiries on social platforms within 24 business hours using approved response matricesIdentify and escalate adverse events and product technical complaints through the AE portalEnsure all social media responses comply with company SOPs, pharmacovigilance requirements, and platform best practicesCollaborate with agency partners using the Sprout Social platform for content moderation and access managementSocial Listening & Brand Monitoring Conduct ongoing social listening across Gold Bond brand social media platforms (Facebook, Instagram, Twitter, etc.) to monitor brand mentions, consumer sentiment, and emerging trendsMonitor brand site (GoldBond.com) comments, reviews, and user-generated content for consumer feedback and sentimentTrack competitor activity and industry conversations relevant to Gold Bond and the skincare categoryIdentify and analyze consumer pain points, product feedback, and unmet needs through social listening insightsPrepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insightsShare social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product developmentAlert brand team to trending topics, viral moments, or potential PR issues requiring immediate attentionUse social listening data to inform response matrices and anticipate consumer care needsReview Management Monitor and respond to low star ratings (under 3 stars) on GoldBond.com within 24 business hours using approved standard response templatesConduct monthly reconciliation with the Pharmacovigilance team on review feedback (automated process with specialist oversight)Maintain brand reputation through timely and empathetic consumer responsesRatings & Reviews / New Product Launch Support Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication across Gold Bond product listingsMonitor and respond to consumer ratings and reviews on GoldBond.com, retailer sites, and third-party platforms in a timely and brand-appropriate mannerTrack ratings and reviews trends, sentiment, and volume to identify product quality issues or consumer satisfaction opportunitiesSupport 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 launchCoordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is fully prepared for new product launchesFlag and escalate any product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teamsReporting & Analysis Prepare and deliver monthly pulse reports on consumer interactions, sentiment, and key metricsTrack and report on consumer inquiry trends, common issues, and resolution ratesRespond to ad hoc reporting requests from the brand team, legal, and other stakeholdersConduct deep dive analysis on consumer feedback to identify insights and improvement opportunitiesShare consumer learnings with the brand team to inform product development and marketing strategiesCompliance & Documentation Follow established multi-channel operating model documentation and SOPsMaintain up-to-date knowledge of response matrices and brand guidelinesEnsure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirementsParticipate in required training and maintain annual credentialsUpdate 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 teamCoordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as neededEscalate issues and adverse events promptly to appropriate internal teamsAlign with the brand team on campaigns and initiatives that may impact consumer inquiry volume or contentSupport agency partners with platform access management and coordinationRequired QualificationsEducation: 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: Excellent written and verbal communication skills with the ability to craft empathetic, on-brand responses. Strong understanding of social media platforms, etiquette, best practices, and metrics. Ability to extract actionable insights from social listening data and translate findings into strategic recommendations. Ability to identify adverse events, product complaints, and compliance-sensitive content. Strong time management skills with the ability to prioritize across multiple tasks and channels. Analytical mindset with the ability to identify trends and recommend solutions. Comfortable learning and navigating multiple digital platforms and tools. Familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications. Ability to work effectively with cross-functional teams and external agency partners. Flexible and responsive to shifting priorities and evolving brand needs.Preferred QualificationsFluency in Spanish preferredDirect experience with the Sprout Social and/or Bazaarvoice platformsExperience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)Knowledge of FDA regulations and pharmacovigilance requirementsExperience with consumer-packaged goods (Client) or over-the-counter (OTC) productsKey Performance IndicatorsResponse time to consumer inquiries (target: within 24 business hours)Consumer satisfaction scores and sentiment trendsAccuracy and compliance of all consumer-facing responsesTimely identification and escalation of adverse eventsQuality and timeliness of monthly pulse reportingSocial media engagement and response ratesQuality and frequency of social listening reports and insights delivered to brand teamWork SchedulePart-time hours (approximately 20 hours per week