Call Center Member Advisor
About The Position
IDIQ is seeking full-time Member Advisors for its call center. This onsite position is based in the Tampa, Florida office; remote work is not available. Member Advisors assist existing members with account needs and cancellation requests, with a primary focus on retention. They use active listening, problem-solving, de-escalation, and sales skills to address concerns and encourage continued membership. The role handles a range of member inquiries, including account access, billing, enrollment, personal information updates, and cancellations. Advisors explain IDIQ services, identify suitable service and pricing options, document interactions, and manage a high volume of incoming and outgoing calls while navigating internal systems. They must protect sensitive consumer information and follow company privacy, data-protection, and data-loss-prevention policies. This is a full-time, hourly position scheduled for 40 hours per week. 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 Sunday and one assigned weekday off. Occasional voluntary overtime is available. The next training class is scheduled for December 7, 2026. Pay is $21.00 for English-only candidates and $22.00 for English/Spanish-speaking candidates. The position operates in a professional office setting with computers, phones, and printers. Noise is generally low to moderate and can increase during busy periods or collaboration. Work may involve sustained concentration, multiple priorities, deadlines, and moderate stress. Physical demands include communicating clearly, remaining stationary for extended periods, occasionally moving around the workspace, constant use of a computer or other office equipment, repetitive keyboard and mouse use, and potentially pushing, pulling, or moving equipment weighing 10–30 pounds.
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.
- Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Experience using internet browsers, including Chrome and Firefox.
- Ability to maintain confidentiality and handle sensitive consumer information discreetly.
- Reliable attendance; regular and predictable attendance is required.
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 a sales process.
- Strong customer-focused mindset.
- 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 to handle rapid and 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 account cancellations, with a primary focus on retention.
- Use product knowledge to explain IDIQ services and help members make informed decisions that encourage continued membership.
- Listen empathetically to understand member concerns and provide accurate, individualized solutions.
- Use de-escalation strategies to address escalated or emotionally charged interactions and improve member experiences.
- Handle a high volume 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.
- Balance multiple tasks and manage time to meet performance targets and service-level agreements.
- Maintain the confidentiality of sensitive consumer information and comply with privacy, data-protection, and data-loss-prevention requirements and company 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.
- 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
Entry Level
Education Level
No Education Listed
