Call Center Member Advisor

Company Description

IDIQ is an award-winning company looking for smart and motivated people to join our call centers. As an industry leader in credit report and identity theft monitoring services, we are growing our call centers to provide world-class service to our customers.

Our 100% U.S.-based call centers are staffed with kind, friendly individuals who find helping others rewarding. As a member of this team, you primarily will be responsible for answering member calls to address account status or access, explain product features, answer billing questions, provide basic troubleshooting, process account cancellations and more. The right candidate has excellent listening skills and is able to address customer concerns while remaining calm and collected.

As one of the fastest growing companies in the United States with consecutive spots on the prestigious Inc. 5000 list, we provide award-winning services and a positive work environment.  We offer generous benefits such as paid vacation time, paid volunteer leave, health insurance, employer-match 401(K) contributions, continuing training opportunities and more. We also provide our staff with unending free coffee, relaxation rooms, game rooms and company events.

If you believe you can provide an exceptional customer service experience, apply today!

Job Description

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:

• Maximize opportunities to retain existing customers from cancelling IDIQ services while upselling core products.
• Effectively communicate the IDIQ products and value proposition of services to members
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
• Maintaining a thorough and detailed understanding of IDIQ products and services
• Performs other job-related duties and responsibilities as may be assigned from time to time.

60%-75% of the calls are retention related so a sales background is preferred.   As a result, not only will you be paid a base hourly rate, you’ll also earn commission for every retained customer!   You can expect to earn up to an additional $7,000-10,000 or more in commission after your first two years of employment.

Qualifications

• Two years or more years of experience working in a business call center and/or sales environment.
• Strong sales acumen and retention skills are required.
• Helpful:  Prior experience or exposure to credit reports in some related industry.
• Advanced computer skills in Microsoft Windows, Office Products like PowerPoint, Excel, Word, and Outlook along with various internet browsers such as Firefox or Google Chrome.
• Ideal candidates will excel at being patient, understanding, and providing excellent customer service.
• Team Player. Candidates must able to work well in a team environment where a “CAN DO” attitude is required.
• Meets Objectives. Must be willing to learn and pass associated training courses. Can manage and work toward meeting personal and common group goals. 
• Dependable. The ability to arrive to work and be available to be on duty for work during a scheduled shift. 
• Comfortable with speaking to customers and offering different opportunities across different pricing and packages that IDIQ offers, during phone calls.

Additional Information

Position Details: This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime. Current available shift is 10:30am-7:00pm during the work week. This position is onsite at the Mount Prospect Office. 

Pay: $20.00-$21.00 for English-only speaking candidates. $21.00-$22.00 for English/Spanish speaking candidates

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
• 10 paid holidays
• Paid time off (PTO)
• Paid sick time (STO)
• 401k program with employer match.

Enjoy friendly competition with ping-pong tournaments, pool,