Call Center Member Advisor
$43,680–$43,680 year
On-siteMount Prospect, Illinois, United States
EXPIREDMount Prospect, Illinois, United StatesOn-siteFull Time$43,680–$43,680 yearMid LevelMedium
Full TimeMid LevelMedium
Job Summary
Manage high-volume inbound and outbound calls, handling account access, billing inquiries, enrollment support, and cancellations with a primary focus on retention. Utilize expert product knowledge to educate members on IDIQ's fraud alerts and credit monitoring services, applying active listening and de-escalation strategies to resolve escalated concerns and turn potential cancellations into positive experiences. Offer customized service packages to enhance member satisfaction and maintain strict confidentiality of sensitive consumer data in compliance with privacy regulations. Perform these duties onsite at the Mount Prospect, IL office during the 9:30am–6:00pm Monday–Friday schedule, meeting performance targets and service level agreements while multitasking across internal systems and documentation processes.
Required Qualifications
- Full time employment
- ONSITE position
- Mount Prospect, IL office location
- No remote opportunities
- Schedule: 9:30am-6:00pm Monday-Friday
- Exceptional customer service experience
- Assisting current members with cancellations requests
- Making retention efforts to maintain customers business
- Active listening
- Problem-solving skills
- Sales skills
- Professional assistance to members on a variety of topics
- Account access
- Billing inquiries
- Enrollment support
- Personal information updates
- Account cancellations
- Retention focus
- Expert-level product knowledge
- Engage and educate members on the value of IDIQ's services
- Helping them make informed decisions
- Encouraging continued membership
- Active listening
- Empathetic communication
- Thoughtful, accurate solutions tailored to individual needs
- Effective de-escalation strategies
- Manage and resolve escalated or emotionally charged interactions
- Turning potential cancellations into positive experiences
- Manage a high volume of incoming and outgoing calls
- Navigate internal systems
- Documentation processes
- Efficiency and professionalism
- Identify opportunities to enhance member satisfaction
- Offering customized service packages
- Pricing options
- Loyalty and long-term engagement
- Strong multitasking skills
- Time management skills
- Balance workload
- Meet performance targets
- Maintain service level agreements
- Handle and maintain strict confidentiality of sensitive consumer information
- Compliance with applicable privacy and data protection regulations
- Follow all company policies and procedures regarding data privacy and protection
- Data loss prevention
- Regular and predictable attendance
- Minimum of two years' experience working in a high-volume call center environment
- Customer service by phone
- Experience in handling high call volumes
- Excellent customer service
- Accuracy across systems and documentation
- Technically adept with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experienced in working with various internet browsers including Chrome and Firefox
- English-only speaking
- Pay: $21.00
- English/Spanish speaking
- Pay: $22.00
- Full-time, hourly position
- 40 hours/week
- Occasional voluntary overtime
- Professional office setting
- Standard office equipment such as computers, phones, and printers
- Sustained periods of concentration
- Handling multiple priorities
- Meeting deadlines
- Moderate stress
- Work effectively in this type of environment
- Adapt to occasional fluctuations in workflow or office conditions
- Communicate with members, stakeholders, and colleagues
- Exchange accurate information clearly and effectively
- Frequently remains in a stationary position for extended periods of time
- Occasionally moves about the workspace
- Constant operation of a computer or other office equipment
- Push, pull, or otherwise move up to 10-30 pounds of various equipment
- Repetitive tasks such as operating a computer keyboard and mouse
- Primarily maintaining a stationary position
- Occasionally moving about an assigned work area
- No supervisory responsibilities
Desired Qualifications
- Familiarity with credit reporting services or related industries
- 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
- 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
- Interest in taking on new tasks
- Passion and excitement over work
- Can-do attitude
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.