Call Center Member Advisor

Job Description

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

The schedule will be 9:30am-6:00pm Monday-Friday.

Next upcoming training class will be November 9, 2026.

The IDIQ Member Advisors are responsible for providing exceptional customer service, assisting members with account inquiries, billing issues, enrollment support, and cancellation requests. The primary focus is on retention, helping members recognize the value of their membership and maintain their business with IDIQ. This role combines inside sales experience with strategic problem-solving. Member Advisors use active listening to understand member concerns, apply de-escalation techniques to address frustrations, and leverage sales skills such as recommending upgrades or identifying better-fitting products to meet each member's unique needs.

Responsibilities may include but are not limited to:

• 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
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement
• Manage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes with efficiency and professionalism
• Demonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreements
• Maintain accurate and detailed documentation of all member interactions in compliance with company procedures
• Handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Follow all company policies and procedures regarding data privacy, protection, and data loss prevention
• Relay member feedback and pain points to appropriate internal departments
• Support team initiatives to improve member retention and satisfaction

Additional Responsibilities

• 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.