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IDIQ · 3 days ago

Call Center Member Advisor

Tampa, FL

Full-time

Onsite

Entry, Mid Level

$21/hr - $22/hr

2+ years exp

IDIQ is an award-winning company recognized as a leader in identity theft protection and credit report monitoring. They are seeking full-time Member Advisors to assist current members with cancellation requests and retention efforts, focusing on providing exceptional customer service and support.

CreditCyber SecurityInformation Technology

Growth Opportunities

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

Manage a high volume of incoming and outgoing calls, while simultaneously navigating internal systems and documentation processes with efficiency and professionalism

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

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

Qualification

Customer service experienceHigh-volume call handlingMicrosoft Office SuiteCRM systems familiarityTelephonic communicationMultitasking abilityProblem-solving skillsEmpathetic communicationAdaptability

Required

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

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

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

Preferred

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

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