Call Center Member Advisor
About The Position
IDIQ is hiring full-time Member Advisors for its onsite Call Center in Tampa, Florida. Member Advisors assist current members with account questions and cancellation requests, focusing on retaining members through attentive service, problem-solving, and sales skills. They explain the value of IDIQ services and help members identify suitable service packages and pricing options. The position is a 40-hour-per-week hourly role. The schedule includes 10:30 a.m.–7:00 p.m. Monday through Friday and 9:30 a.m.–6:00 p.m. Saturday, with Sundays and one assigned weekday off. Occasional voluntary overtime is available. The next training class is scheduled for December 7, 2026. Pay is $21 per hour for English-only speakers and $22 per hour for English/Spanish speakers.
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 quality and accuracy across systems and documentation.
- Technical proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Experience using internet browsers, including Chrome and Firefox.
- Ability to maintain confidentiality of sensitive consumer information.
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, respond to coaching, and adapt to the sales process.
- Strong customer-focused mindset.
- Established 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 across a high volume of tasks.
- Flexibility in responding to frequent change and interest in taking on new tasks.
- Enthusiasm 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 educate members about IDIQ services and encourage continued membership.
- Listen actively and communicate empathetically to understand member concerns and provide accurate, individualized solutions.
- Use de-escalation strategies to resolve escalated or emotionally charged interactions and support positive member outcomes.
- Manage a high volume of incoming and outgoing calls while efficiently navigating internal systems and documentation processes.
- Identify opportunities to improve member satisfaction through customized service packages and pricing options.
- Multitask and manage time to balance workload, meet performance targets, and maintain service level agreements.
- Protect sensitive consumer information and follow company policies and applicable privacy, data protection, and data loss prevention requirements.
- 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.
- Paid sick time.
- 401(k) program with employer match.
- Paid volunteer leave.
- Continuing training opportunities.
- Free coffee, relaxation rooms, game rooms, and company events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
