Call Center Member Advisor

Company Description

IDIQ is an award-winning company looking for smart and motivated people to join our call centers. As an industry leader in credit report and identity theft monitoring services, we are growing our call centers to provide world-class service to our customers.

Our 100% U.S.-based call centers are staffed with kind, friendly individuals who find helping others rewarding. As a member of this team, you primarily will be responsible for answering member calls to address account status or access, explain product features, answer billing questions, provide basic troubleshooting, process account cancellations and more. The right candidate has excellent listening skills and is able to address customer concerns while remaining calm and collected.

As one of the fastest growing companies in the United States with consecutive spots on the prestigious Inc. 5000 list, we provide award-winning services and a positive work environment.  We offer generous benefits such as paid vacation time, paid volunteer leave, health insurance, employer-match 401(K) contributions, continuing training opportunities and more. We also provide our staff with unending free coffee, relaxation rooms, game rooms and company events.

If you believe you can provide an exceptional customer service experience, apply today!

Job Description

Our Member Advisors are responsible for providing basic customer support and product retention to our members who contact our call center office by phone.  You'll learn the art of active listening and apply your problem-solving skills to de-escalate customer concerns.  You will also apply your sales skills to retain customers calling to cancel. Calls may include but are not limited to: assistance for account access, personal information updates, billing questions, enrollment help, and account cancellations/retention.   60%-75% of the calls are retention related so a sales background is preferred.   As a result, not only will you be paid a base hourly rate, you’ll also earn commission for every retained customer!   You can expect to earn up to an additional $7,000-10,000 or more in commission after your first two years of employment.

Qualifications

• Two years or more years of experience working in a business call center  or sales environment.
• Helpful:  Prior experience or exposure to credit reports in some related industry.
• Advanced computer skills in Microsoft Windows, Office Products like PowerPoint, Excel, Word, and Outlook along with various internet browsers such as Firefox or Google Chrome.
• Ideal candidate would typically be comfortable with talking to customers and finding solutions to their needs. Best characteristics include: being patient, understanding, service-oriented, and having an overall friendly personality.
• Team Player. Candidates must able to work well in a team environment where a “CAN DO” attitude is required.
•  Meets Objectives. Must be willing to learn and pass associated training courses. Can manage and work toward meeting personal and common group goals. 
• Dependable. The ability to arrive to work and be available to be on duty for work during a scheduled shift. 
• Comfortable with speaking to customers and offering different opportunities across different pricing and packages that IDIQ offers, during phone calls.

Additional Information

Position Details: This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime. Current available shift is 11:30am-8:00pm during the work week, and from 9:30am-6:00pm on Saturday. This position is onsite at the Tampa Office. 

Pay: $20.00-$21.00 for English-only speaking candidates. $21.00-$22.00 for English/Spanish speaking candidates

Benefits and Perks: IDIQ makes available comprehensive benefits including:

• 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
• 10 paid holidays
• Paid time off (PTO)
• Paid sick time (STO)
• 401k program with employer match.

Enjoy friendly competition with ping-pong tournaments, pool, Mario Cart, and more.

AAP/EEO Statement:   Identity Intelligence Group, LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants.  The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles, e.g. braids, locks, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin (including language use restrictions), ancestry, citizenship, di