Account Review Specialist

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