Call Center Member Advisor
About The Position
IDIQ is hiring full-time Member Advisors for its onsite call center in Tampa, Florida. The role focuses on helping current members with service questions and account needs, particularly cancellation requests, and making retention efforts. Advisors use active listening, problem-solving, product knowledge, and sales skills to address concerns and encourage continued membership. The position is hourly and scheduled for 40 hours per week, with occasional voluntary overtime. The schedule includes weekday and Saturday shifts, Sundays off, and a scheduled weekday off. The next training class is November 18, 2026.
Requirements
- At least two years of experience in a high-volume call center providing customer service by phone.
- Experience handling high call volumes while maintaining customer service and accuracy across systems and documentation.
- Technical proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Experience using internet browsers such as Chrome and Firefox.
- Ability to maintain confidential information and follow data privacy and protection policies.
Nice To Haves
- Familiarity with credit reporting services or related industries.
- Strong telephone and electronic communication skills and etiquette.
- Advanced problem-solving skills.
- Familiarity with CRM systems and practices.
- Willingness to learn, accept coaching, and adapt to a sales process.
- Strong customer-focused mindset.
- A track record of reliability and good attendance.
- Strong communication and cross-functional skills, including the ability to engage, listen, and collaborate with internal departments and external stakeholders.
- Ability to multitask with a high volume of tasks.
- Flexibility in handling frequent change and interest in taking on new tasks.
- Enthusiasm, passion for work, and a can-do attitude.
Responsibilities
- Assist members with account access, billing inquiries, enrollment support, personal information updates, and cancellations, with a primary focus on retention.
- Use product knowledge to explain IDIQ services and their value, support informed decisions, and encourage continued membership.
- Listen empathetically to understand member concerns and provide accurate, individualized solutions.
- Use de-escalation strategies to manage difficult interactions and resolve concerns.
- Handle a high volume of incoming and outgoing calls while navigating internal systems and completing documentation.
- Offer customized service packages and pricing options to improve satisfaction and support member loyalty.
- Manage workload and time effectively while meeting performance targets and service level agreements.
- Maintain the confidentiality of sensitive consumer information and comply with privacy, data protection, and data loss prevention policies.
- Maintain regular and predictable attendance.
- Perform other job-related duties as assigned.
Benefits
- Medical benefits: 100% of base benefits for employees and 50% for dependents.
- Dental benefits: 50% of base benefits for employees and dependents.
- Vision benefits: 50% 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 and paid sick time.
- 401(k) program with employer match.
- Paid volunteer leave.
- Continuing training opportunities.
- Office amenities including free coffee, relaxation rooms, and game rooms.
- Company events and recreational activities.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
