Account Review Specialist - Two Chicks With A Side Hustle

Employer: Constant Contact

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

What you’ll do

Act as first point of contact for customer inquiries on all compliance and Terms of Services related issues such as list reviews, permission policy questions, list management practices and account cancellations via telephone
Educate our customers on the reasons for our compliance practices, and help them create effective campaigns that still stay within the various laws and policies

Maintain high levels of customer service while reducing the risk of system wide reputation issues
Work with high value customers to improve their email marketing programs, reducing complaint rates and increasing engagement
Act as an advocate for Constant Contact’s email best practices and demonstrate the benefits of being a trusted emailer with our customers

Demonstrate a sense of urgency when responding to customer issues and use guidelines established by the Compliance and Delivery team to bring about resolution in a timely manner
Respond promptly and thoroughly to compliance and support inquiries via telephone and email
Develop in-depth knowledge of Constant Contact’s compliance policy and procedures and mastery of customer service skills

Seek and recommend ideas to help cultivate the FAQ/Knowledge Base used by all customers and Constant Contact Customer Support staff
Independently resolve technical customer support and compliance issues and escalate issues when appropriate
May also act as a backup for general email and survey support inquiries

Who you are

2+ years of relevant experience, preferably in customer support, compliance, risk management or a trust and safety enforcement
IP/Domain investigations, Reverse DNS lookups
Knowledge about email sending infrastructure, email deliverability and industry best practices such as DKIM/DMARC authentication

You know your way around a computer. From surfing the web to MS Applications to troubleshooting delivery related issues for a customer’s email campaign. You can flow between applications seamlessly in order to obtain the information needed to resolve customer issues
Superior telephone etiquette and customer service skills are required with the ability to react quickly and decisively to resolve difficult compliance and delivery issues. Must possess strong verbal and written communication skills with a demonstrated ability to explain complex problems while empathizing with customers
You find it easy to make connections with others and can’t imagine a job without human-to-human contact. We do not want robots, we want personable people that can hold a conversation and educate on our Best Business Practices, setting our customers up for success

The ability to empathize with customers’ needs is absolutely vital in this roles, as well as negotiation; balancing customer needs within the aim to protect our system and business from harmful mailing lists and campaigns
You’ll be speaking with customers, investigating customer accounts, and navigating our knowledge bases – all at the same time *Attention to accuracy is a must.
You are detail -oriented and have exceptional researching and investigative skills with a knack for getting the answers you are looking for

Why You’ll Love Us:

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we’re always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
Join the experts. If you’re passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.

You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

APPLY HERE