Onsite Member Retention Specialist (Call Center)

IDIQ; Mount Prospect (IL); On-site; USD 60,174,000 - 63,039,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision coverage

401k with company match

Paid holidays

Paid time off

Job summary

IDIQ is seeking full-time Member Advisors for an onsite role in Mount Prospect, IL. The position handles membership cancellations with retention-focused calls, requiring strong listening and problem-solving abilities. Daily routine includes using CRM systems, educating members on services, and maintaining confidentiality.

Schedule is 9:30am-6:00pm, Monday–Friday, with overtime opportunities. English and English/Spanish speakers are compensated differently.

Qualifications

• Minimum of two years’ experience in a high-volume call center environment providing customer service by phone.
• Experience 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.

Responsibilities

• Provide professional assistance to members on account access, billing inquiries, enrollment support, personal information updates, and account cancellations—with a primary focus on retention.
• Utilize product knowledge to engage and educate members on the value of IDIQ’s services and encourage continued membership.
• Practice active listening and empathetic communication to understand member concerns and provide thoughtful solutions.
• Apply de-escalation strategies to resolve escalated interactions and turn cancellations into positive experiences.
• Manage a high volume of calls while navigating internal systems and documentation processes efficiently.
• Identify opportunities to offer customized service packages and pricing options supporting loyalty and engagement.

Skills

Active listening

Problem solving

Sales skills

Empathetic communication

Multitasking

Time management

CRM familiarity

Confidentiality

Tools

Microsoft Office Suite

Chrome/Firefox

Job description

IDIQ is seeking full-time Member Advisors for an onsite role in Mount Prospect, IL. The position handles membership cancellations with retention-focused calls, requiring strong listening and problem-solving abilities. Daily routine includes using CRM systems, educating members on services, and maintaining confidentiality.

Schedule is 9:30am-6:00pm, Monday–Friday, with overtime opportunities. English and English/Spanish speakers are compensated differently.