Communications Specialist II; Professional

USA-Communications Specialist II (Professional)

Location:

Morristown, NJ Duration: 12 Months Fully remote
• 20-30 hours a week

Possibility of extension. Candidate can be in any time zone, but must be in the US and able to work standard business hours.

Day to day duties: customer care department, hands on with social moderation, social listening tools, they'd go in daily. Collaborations Medical Legal Regulatory team, Escalate adverse events. Support and coordinate with agency platform tools. Reporting and analyze consumer metrics. As needed if someone has a medical issue, they loop in the appropriate party, claims etc. AE adverse event.

Must Have: 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.

Direct experience with the Sprout Social and/or Bazaarvoice platforms. Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr). Experience with social listening tools and brand monitoring platforms. Proven track record of managing consumer inquiries across multiple channels. Pharma pharmacovigilance experience, FDA regulation backgrounds, OTC side.

Preferred experience:

Pharma/ biotech experience. Experience in consumer healthcare, pharmaceutical, or a regulated industry preferred. Fluency in Spanish. Knowledge of FDA regulations and pharmacovigilance requirements. Experience with consumer-packaged goods (Client) or over the counter (OTC) products.

Gold Bond Consumer Care Specialist (Part-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 time frames
• 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  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, Tik Tok, etc.) 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 Gold Bond and the skincare category Identify and analyze consumer pain points, product feedback, and unmet needs through social listening…