Call Center Representative

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!

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 class will be March 18th, 2025. 

At IDIQ, our Member Advisors are responsible for assisting current members with cancellations requests and making retention efforts to maintain the customers business.  They will utilize the art of active listening, apply problem-solving skills to de-escalate customer concerns, and utilize sales skills to retain customers who are calling to cancel their membership with IDIQ.

Responsibilities may include but are not limited to:

• Maximize opportunities to retain existing customers from cancelling IDIQ services while upselling core products.
• Effectively communicate the IDIQ products and value proposition of services to members
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
• Maintaining a thorough and detailed understanding of IDIQ products and services
• Regular and consistent attendance is an essential function of the role.
• Performs other job-related duties and responsibilities as may be assigned from time to time.

60%-75% of the calls are retention related.  Not only will you be paid a base hourly rate, you’ll also earn commission for every retained customer!   

• Two years or more years of experience working in a business call center and/or sales environment.
• Strong sales acumen and retention skills are required.
• 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 candidates will excel at being patient, understanding, and providing excellent customer service.
• 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.

Position Details: This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime. This position is onsite at the Tampa, FL office.

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 class will be March 18th, 2025. 

Pay: $17.50-$21.00 for English-only speaking candidates. $18.50-$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
• 11 paid holidays
• Vacation time off (VTO)
• 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, disability (mental and physical) including HIV and AIDS,  medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, family and medical leave status, domestic violence victim status, political affiliation, and any other status protected by federal, state, or local law.

Supervisory: No supervisory responsibilities. 

Business Office Environment:  This position operates in a professional office environment. Office environment can vary with noise levels and stress, from low to moderate.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly communicating and conversing with members/stakeholders/management and must be able to exchange accurate information appropriately. The employee frequently is required to remain in a stationary position, occasionally move about; and constantly operate a computer or other office equipment. The employee is regularly required to push, or otherwise move up to 10-30lbs of various equipment.  Applications may include but are not limited to repetitive work operating a computer keyboard, mouse and headphones while primarily maintaining a stationary position and occasionally moving about at an assigned work desk area.

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