Bilingual; English​/Spanish Call Center Member Advisor

Job Description

IDIQ is seeking full‑time Member Advisors to join our Call Center. This ON‑SITE position is located in the Tampa, FL office (no remote opportunities).

Schedule: 10:30 am‑7:00 pm Monday‑Friday, 9:30 am‑6:00 pm Saturday, Sunday off unless otherwise scheduled. A scheduled day off during the workweek is assigned at offer.

Next upcoming training class: June 8, 2026

Member Advisors assist current members with cancellations requests and perform retention efforts to maintain customer business. They utilize active listening, problem‑solving and sales skills to de‑escalate concerns and retain customers who are calling to cancel their membership with IDIQ.

• 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.
• Manage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes efficiently and professionally.
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long‑term engagement.
• Demonstrate strong multitasking and time‑management skills to balance workload, meet performance targets, and maintain service level agreements.
• 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.
• Maintain regular and predictable attendance.
• Perform other job‑related duties and responsibilities assigned from time to time.

• Minimum of two years’ experience working 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.
• Familiarity with credit‑reporting services or related industries is a plus.
• Technically adept with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experienced in working with various internet browsers including Chrome and Firefox.

• 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 processes.
• 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.
• 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 for work. Has a can‑do attitude.

Full‑time, hourly position (40 hours/week) with occasional voluntary overtime. This is a full‑time, onsite position at the Tampa, FL office. No remote or work‑from‑home opportunities.

$21.00 for English‑only speaking candidates. $22.00 for English/Spanish speaking candidates.

• Medical: 100 % of base benefits for employees and 50 % for dependents.
• Dental: 50 % of base benefits for employees and dependents.
• Vision: 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 (VTO).
• Paid sick time (STO).
• 401(k) program with employer match.

• En…