Contact Center Specialist

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Company: Controlscan
Location Alpharetta, GA
Date Posted: June 8, 2015
Source: Controlscan

ControlScan, Inc. is a Qualified Security Assessor (QSA) that provides Payment Card Industry (PCI) security solutions for small- and mid-size merchants and the banks that service their credit and debit card transactions.  ControlScan, Inc. is currently hiring Bi-Lingual Contact Center Specialists.  These individuals are responsible for making outbound calls to existing ControlScan merchants in order to encourage and assist them in progressing through a PCI Compliance program.  This is not a sales position.

Responsibilities:

* Place outbound calls (and receive inbound calls on as needed basis) to retail and e-commerce merchants to assist them in making progress in a pre-established PCI Compliance program

* Educate retail and e-commerce merchants on basics of the Payment Card Industry Data Security (PCI DSS) initiative and the established program in which they have been enrolled

* Handle customer service inquiries

* Log all call activity in SalesForce.com

* Introduce merchants to the ControlScan customer portal

* Achieve call volume/talk time goals

* Perform ad-hoc duties as assigned

Qualifications and Requirements:

* MUST BE BI-LINGUAL (English/Spanish)

* Exceptional customer support and communication skills

* Basic computer skills, especially Microsoft Office (Excel, Word, Outlook)

* Experience with CRM preferably Salesforce.com

* One to two years of relevant experience

* Knowledge of payment card processing is a plus

* Ability to  learn quickly  and adapt to change

* Strong attention to detail

* Enthusiastic, positive attitude, great team player

* Strong organizational skills with ability to meet deadlines in a fast-paced environment

* Must submit to call monitoring for the purpose of training and quality control.

* Candidate must successfully pass a background check

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