We are looking for Gold Bond Consumer Care Specialist - Remote / Telecommute for our client in Morristown, NJ
Job Title: Gold Bond Consumer Care Specialist - Remote / Telecommute
Job Location: Morristown, NJ
Job Type: Contract
Job Overview:
Pay Range: $51.53hr - $56.53hr
Requirement/Must Have:
- 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.
- 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.
- Strong verbal and written communication skills with the ability to craft empathetic, on-brand responses.
- Ability to communicate effectively with stakeholders and cross-functional teams.
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.
- Manage Target.com Q&A inquiries for specific products.
- 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 across social media platforms to monitor brand mentions and emerging trends.
- Prepare weekly or monthly social listening reports highlighting key themes and sentiment trends.
- Monitor and respond to low star ratings on brand sites within 24 business hours.
- Manage Bazaarvoice platform 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.
- Follow established multi-channel operating model documentation and SOPs.
- Serve as the primary consumer care contact for the brand team.
Nice to Have:
- Strong verbal and written communication skills in Spanish.
- 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:
- Collaborations Medical Legal Regulatory team.
- Escalate adverse events.
- Social Media Management.
- Social Listening.
- Bazaarvoice.
- Sprout Social.
- Consumer Care.
- Pharmacovigilance.
- Content Moderation.
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.
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Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.
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