Call Center Member Advisor

IDIQ • Tampa, FL

8d • $21 - $22 • Onsite

About The Position

IDIQ is seeking full time Member Advisors to join our Call Center. This is an ONSITE position working in the Tampa, FL, office (no remote opportunities available). The schedule will be 10:30am-7:00pm Monday-Friday, 9:30am-6:00pm on Saturday with Sundays and a scheduled day off during the workweek (assigned at offer). Next upcoming training class will be October 12, 2026 The IDIQ Member Advisors are responsible for providing exceptional customer service, assisting members with account inquiries, billing issues, enrollment support, and cancellation requests. The primary focus is on retention, helping members recognize the value of their membership and maintain their business with IDIQ. This role combines inside sales experience with strategic problem-solving. Member Advisors use active listening to understand member concerns, apply de-escalation techniques to address frustrations, and leverage sales skills such as recommending upgrades or identifying better-fitting products to meet each member's unique needs.

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.
• 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.

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

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
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement
• Manage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes with efficiency and professionalism
• Demonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreements
• Maintain accurate and detailed documentation of all member interactions in compliance with company procedures
• Handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Follow all company policies and procedures regarding data privacy, protection, and data loss prevention
• Relay member feedback and pain points to appropriate internal departments
• Support team initiatives to improve member retention and satisfaction
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed