Bilingual SpanishEnglish Call Center Member Advisor

Overview

IDIQ is seeking full time Bilingual (Spanish/English) Member Advisors to join our Call Center. This is an ONSITE position working in the Mount Prospect, IL, office (no remote opportunities available).

At IDIQ, our Member Advisors are responsible for assisting current members with cancellations requests and making retention efforts to maintain the customers business. They will utilize the art of active listening, apply problem-solving skills to de-escalate customer concerns, and utilize sales skills to retain customers who are calling to cancel their membership with IDIQ.

• Provide professional assistance to members on a variety of topics including account access, billing inquiries, enrollment support, personal information updates, and account cancellations—with a primary focus on retention.
• Utilize expert-level product knowledge to engage and educate members on the value of IDIQ’s services, helping them make informed decisions and encouraging continued membership.
• Practice active listening and empathetic communication to fully understand member concerns and provide thoughtful, accurate solutions tailored to individual needs.
• Apply effective de-escalation strategies to manage and resolve escalated or emotionally charged interactions, turning potential cancellations into positive experiences.
• Manage a high volume of incoming and outgoing calls, while simultaneously navigating internal systems and documentation processes with efficiency and professionalism.
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement.
• Demonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreements.
• Able to handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Must follow all company policies and procedures regarding data privacy and protection and data loss prevention
• Regular and predictable attendance is required.

Performs other job-related duties and responsibilities as may be assigned from time to time.

• Minimum of two years’ experience working in a high-volume call center environment providing customer service by phone.
• Experience in handling high call volumes while maintaining excellent customer service and accuracy across systems and documentation.
• Familiarity with credit reporting services or related industries is a plus.
• Technically adept with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experienced in working with various internet browsers including Chrome and Firefox.

• Strong telephonic and electronic communication skills and etiquette.
• Advanced problem-solving skills.
• Familiarity with CRM systems and practices.
• Willingness to learn, respond to coaching, and adapt to sales process
• Strong customer-focused mindset
• Established track record of reliability and good attendance.
• Strong communication and cross-functional skills with the ability to engage, listen, and collaborate with internal departments and external stakeholders
• Ability to be discrete and maintain confidential information
• Ability to multitask with a high volume of tasks
• Flexibility to handle rapid and frequent change and interest in taking on new tasks.
• Exhibits passion and excitement over work. Has a can-do attitude.

The schedule will be 9:30am-6:00pm Monday-Friday, 8:30am-5:00pm on Saturday with Sundays and a scheduled day off during the workweek (assigned at offer).

This is a full-time, hourly position (40 hours/week), with occasional voluntary overtime. This position is onsite at the Mount Prospect, IL, office.

Pay: $21.00 for English-only speaking candidates. $22.00 for English/Spanish speaking candidates (must be fluent in both English and Spanish)

• Medical: 100% of base benefits for employees and 50% for dependents
• Dental: 50% for of base benefits for employees and dependents
• Vision: 50% for of base benefits for employees and dependents
• $25,000 company paid life insurance
• Short-term disability
• L…