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, 2026The 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.Responsibilities may include but are not limited to: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 retentionUtilize expert-level product knowledge to engage and educate members on the value of IDIQ's services, helping them make informed decisions and encouraging continued membershipPractice active listening and empathetic communication to fully understand member concerns and provide thoughtful, accurate solutions tailored to individual needsApply effective de-escalation strategies to manage and resolve escalated or emotionally charged interactions, turning potential cancellations into positive experiencesIdentify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagementManage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes with efficiency and professionalismDemonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreementsMaintain accurate and detailed documentation of all member interactions in compliance with company proceduresHandle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulationsFollow all company policies and procedures regarding data privacy, protection, and data loss preventionRelay member feedback and pain points to appropriate internal departmentsSupport team initiatives to improve member retention and satisfactionAdditional ResponsibilitiesAble to handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulationsMust follow all company policies and procedures regarding data privacy and protection and data loss preventionRegular and predictable attendance is required.Performs other job-related duties and responsibilities as may be assigned from time to time.
