Call Center Member Advisor

IDIQ•Tampa, FL

3d•Onsite

About The Position

IDIQ is hiring full-time Member Advisors for its call center. This is an onsite position at the company’s Tampa, Florida office; remote work is not available. Member Advisors assist current members with a range of account and service needs, with a primary focus on responding to cancellation requests and retaining members. They use active listening, problem-solving, de-escalation, product knowledge, and sales skills to address concerns and encourage continued membership. This is a 40-hour-per-week, hourly role. The schedule is 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 scheduled weekday off. The weekday off is assigned at offer. Occasional voluntary overtime is available. The next training class is scheduled for November 18, 2026. Pay is $21 per hour for English-only speakers and $22 per hour for English/Spanish speakers. The role operates in a professional office environment using standard office equipment. Noise levels are generally low to moderate and may rise during busy periods or team collaboration. Work involves sustained concentration, multiple priorities, and deadlines, and may entail moderate stress. The employee frequently remains stationary, occasionally moves around the workspace, regularly communicates with members and colleagues, and constantly operates a computer or other office equipment. The employee may need to push, pull, or otherwise move equipment weighing 10–30 pounds, and may perform repetitive keyboard and mouse tasks.

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 excellent 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 handle confidential information discreetly.
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 a sales process.
Strong customer-focused mindset.
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 while managing a high volume of tasks.
Flexibility to handle frequent change and interest in taking on new tasks.
Ability to work onsite in the Tampa, Florida office and follow the stated schedule.
Ability to perform the physical and communication demands described for the role, including operating office equipment and moving equipment weighing 10–30 pounds.

Nice To Haves

Familiarity with credit reporting services or related industries.
English/Spanish speaking ability; the posting lists a higher hourly rate for English/Spanish speakers.

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, help members make informed decisions, and encourage continued membership.
Listen actively and communicate empathetically to understand member concerns and provide accurate, tailored solutions.
Use de-escalation strategies to handle escalated or emotionally charged interactions and turn potential cancellations into positive experiences.
Manage high volumes of incoming and outgoing calls while navigating internal systems and completing documentation efficiently and professionally.
Identify opportunities to improve member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement.
Manage multiple tasks and time effectively, meet performance targets, and maintain service level agreements.
Protect sensitive consumer information and comply with applicable privacy and data protection requirements, as well as company data privacy, protection, and loss-prevention policies.
Maintain regular and predictable attendance.
Perform other job-related duties as assigned.

Benefits

Medical coverage: 100% of base benefits for employees and 50% for dependents.
Dental coverage: 50% of base benefits for employees and dependents.
Vision coverage: 50% of base benefits for employees and dependents.
$25,000 company-paid life insurance.
Short-term disability coverage.
Long-term disability coverage.
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, game rooms, and ping-pong and pool activities.
Company events.