Call Center Representative
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.
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.
- 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.
Qualifications
- 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.
Preferred Skills:
- 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).
Next upcoming class will be March 16, 2026
Additional Information
Position Details: This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime. This position is onsite at the Mount Prospect, IL, office.
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).
Next upcoming class will be March 16, 2026
Pay: $21.00 for English-only speaking candidates. $22.00 for English/Spanish speaking candidates (must be fluent in both English and Spanish)
Benefits and Perks: IDIQ makes available comprehensive benefits including:
- 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
- Long-term disability
- 11 paid holidays
- Vacation time off (VTO)
- Paid sick time (STO)
- 401k program with employer match.
Enjoy friendly competition with ping-pong tournaments, pool, Mario Cart, and more.
AAP/EEO Statement: Identity Intelligence Group, LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants. The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles, e.g. braids, locks, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin (including language use restrictions), ancestry, citizenship, disability (mental and physical) including HIV and AIDS, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, family and medical leave status, domestic violence victim status, political affiliation, and any other status protected by federal, state, or local law.
Supervisory: No supervisory responsibilities.
Business Office Environment: This position operates in a professional office environment. Office environment can vary with noise levels and stress, from low to moderate.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly communicating and conversing with members/stakeholders/management and must be able to exchange accurate information appropriately. The employee frequently is required to remain in a stationary position, occasionally move about; and constantly operate a computer or other office equipment. The employee is regularly required to push, or otherwise move up to 10-30lbs of various equipment. Applications may include but are not limited to repetitive work operating a computer keyboard, mouse and headphones while primarily maintaining a stationary position and occasionally moving about at an assigned work desk area.