Call Center Member Advisor

About the role

IDIQ is an award-winning company seeking talented individuals to join the team. We are passionate about fostering unique skills, supporting career goals, and creating an exceptional work environment.

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.

Qualifications

• 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.
• Tech-savvy with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experienced in working with various internet browsers including Chrome and Firefox.

Preferred Skills

• 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.
• 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.
• To be discrete and maintain confidential information.
• 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.

Additional Information

• This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime.
• 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 September 21, 2026.

Pay

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

Benefits and Perks

• Miscellaneous benefits include 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, Paid time off, 401k program with employer match.

Supervisory

No supervisory responsibilities.

Business Office Environment

This position operates in a professional office setting. The environment includes the use of standard office equipment such as computers, phones, and printers. Noise levels range from low to moderate and may increase during periods of high activity, or team collaboration. The position may require sustained periods of concentration, handling multiple priorities, or meeting deadlines, which may contribute to moderate stress at times. The employee should be able to work effectively in this type of environment and adapt to occasional fluctuations in workflow or office conditions.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to communicate with members, stakeholders, and colleagues and must be able to exchange accurate information clearly and effectively.
• The employee frequently remains in a stationary position for extended periods of time and occasionally moves about the workspace.
• The role also requires constant operation of a computer or other office equipment.
• The employee may be required to push, pull, or otherwise move up to 10-30 pounds of various equipment.
• Duties may include, but are not limited to, repetitive tasks such as operating a computer keyboard and mouse while primarily maintaining a stationary position and occasionally moving about an assigned work area.