Bilingual Call Center Member Advisor

IDIQ • Tampa, FL

7h • Onsite

About The Position

IDIQ is an award-winning company recognized as one of the fastest-growing industry leaders in identity theft protection and credit report monitoring, with flagship brands like IdentityIQ®, MyScoreIQ®, Credit & Debt®, and IDIQ® Pre-Paid Legal Services℠. The company provides award-winning services and a positive work environment. IDIQ is seeking full-time Member Advisors to join their Call Center in Tampa, FL. Member Advisors are responsible for assisting current members with cancellation requests, making retention efforts, utilizing active listening, problem-solving skills to de-escalate concerns, and sales skills to retain customers who are calling to cancel their membership with IDIQ.

Requirements

• 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.
• Technically adept with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experienced in working with various internet browsers including Chrome and Firefox.

Nice To Haves

• Familiarity with credit reporting services or related industries is a plus.
• 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.

Responsibilities

• 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.

Benefits

• paid vacation time
• paid volunteer leave
• health insurance
• employer-match 401(K) contributions
• continuing training opportunities
• unending free coffee
• relaxation rooms
• game rooms
• company events
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees