New 
Gold Bond Consumer Care Specialist
 Spectraforce Technologies | |
 United States, North Carolina, Raleigh | |
| 500 West Peace Street (Show on map) | |
 Aug 21, 2026 | |
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Position Title: Gold Bond Consumer Care Specialist Work Location: Remote Assignment Duration:12 Months Work Schedule: * Part-time hours (20-30 a week) * Possibility of extension * Flexible schedule with core availability during standard business hours * Availability for occasional urgent issues outside standard hours Notes: 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 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 Excellent written and verbal communication skills Strong understanding of social media platforms, etiquette, best practices, and metrics Ability to extract actionable insights from social listening data Ability to identify adverse events, product complaints, and compliance-sensitive content Strong time management skills 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 Ability to work effectively with cross-functional teams and external agency partners Flexible and responsive to shifting priorities 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 (CPG) or over-the-counter (OTC) products 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 Brand Manager and serves as the primary point of contact for consumer engagement across multiple channels (phone, email, online, and social media). Background & Context: The role ensures timely, compliant, and high-quality responses to consumer questions, complaints, and feedback while maintaining brand reputation and consumer satisfaction. Key Responsibilities: 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 products Route medical questions appropriately to the pharmacovigilance team Maintain accurate records of all consumer interactions Monitor 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 Conduct ongoing social listening across brand social media platforms to monitor brand mentions, consumer sentiment, and emerging trends Monitor brand site comments, reviews, and user-generated content for consumer feedback and sentiment Track competitor activity and industry conversations relevant to 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 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 Monitor and respond to low star ratings (under 3 stars) using approved standard response templates Conduct monthly reconciliation with the Pharmacovigilance team on review feedback Maintain brand reputation through timely and empathetic consumer responses Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication Track ratings and reviews trends, sentiment, and volume Support new product launch activities Coordinate with brand and marketing teams Flag and escalate any product quality or safety concerns 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 Conduct deep dive analysis on consumer feedback Follow established multi-channel operating model documentation and SOPs Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements Serve as the primary consumer care contact for the brand team Coordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as needed Escalate issues and adverse events promptly to appropriate internal teams Support agency partners with platform access management and coordination Additional Information: Key Performance Indicators * Response time to consumer inquiries * Consumer satisfaction scores and sentiment trends * Accuracy and compliance of responses * Timely identification and escalation of adverse events * Quality and timeliness of pulse reporting * Social media engagement and response rates * Quality and frequency of social listening reports | |