Problem Resolution Associate

Strada Global; Tallahassee (FL); On-site; USD 29,000 - 53,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Retirement plans

Learning opportunities

Job summary

Strada Global is seeking dedicated Call Center Representatives to support Florida employees and retirees in Tallahassee. You will handle inbound calls on benefits, payroll, and retirement topics, documenting interactions and resolving inquiries with a service-focused approach.

Join a professional team in a full-time, in-person role, with 8-hour shifts and occasional 10-hour AHOD days. A high school diploma and strong communication, accuracy, and confidentiality are essential.

Qualifications

• High school diploma or equivalent is required.
• Minimum 1 year of customer service or call center experience preferred.
• Strong verbal communication and active listening skills.
• Ability to navigate multiple systems while speaking with customers.
• Attention to detail and ability to maintain confidentiality.

Responsibilities

• Answer inbound calls from State of Florida employees and retirees in a professional manner.
• Assist callers with benefits enrollment, payroll, deductions, and retirement information.
• Accurately document interactions and resolutions in designated systems.
• Research inquiries and escalate complex issues per SLAs and policies.
• Participate in training and team meetings to stay updated on program changes.

Skills

Customer service

Call center experience

Verbal communication

Active listening

Documentation

Confidentiality

Attention to detail

Reliability

Education

High school diploma or equivalent

Job description

Job Description Join us on a journey of endless possibilitiesAt Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.Learn more at www.stradaglobal.comPosition SummaryThe People First Service Center is seeking dedicated and customer-focused Call Center Representatives to support the State of Florida’s employees and retirees. This role is responsible for handling inbound calls related to employee benefits, payroll inquiries, dependent documentation, and retirement services. Representatives serve as a trusted resource, providing accurate information, guidance, and resolution while delivering a high standard of customer service.This is a full-time, in-person position based in Tallahassee, Florida. Employees typically work an 8-hour shift, with occasional 10-hour All Hands on Deck (AHOD) days as operational needs require.Key ResponsibilitiesAnswer inbound calls from State of Florida employees and retirees in a professional, courteous, and timely mannerAssist callers with questions related to benefits enrollment, payroll, deductions, dependent documentation, and retirement informationAccurately document all interactions, actions taken, and resolutions in designated systemsResearch and resolve inquiries by following established policies, procedures, and service level agreements (SLAs)Escalate complex or sensitive issues to leadership or specialized teams as appropriateMaintain confidentiality and compliance with state, federal, and organizational regulationsMeet or exceed quality, productivity, and attendance expectationsParticipate in training, coaching sessions, and team meetings to remain current on program updatesSchedule & Work EnvironmentFull-time, in-person role located in Tallahassee, FloridaStandard 8-hour work shiftsAbility to work extended 10-hour shifts during All Hands on Deck (AHOD) days based on operational demandProfessional call center environment with a focus on teamwork and service excellenceRequired QualificationsHigh school diploma or equivalent (required)Minimum of 1 year of customer service or call center experience preferredStrong verbal communication and active listening skillsAbility to navigate multiple systems while speaking with customersAttention to detail and strong documentation skillsAbility to handle sensitive information with discretion and professionalismDependable attendance and flexibility to support extended hours when requiredPreferred QualificationsExperience supporting benefits, payroll, HR, or government programsPrior experience in a high-volume inbound call centerFamiliarity with service level metrics and quality standardsCore CompetenciesCustomer-first mindsetProblem-solving and critical thinkingTime management and adaptabilityProfessionalism and accountabilityTeam collaborationAt Strada, our values guide everything we do:Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.BenefitsAt Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.Our commitment to Diversity and InclusionStrada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.Diversity Policy StatementStrada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.Authorization to work in the Employing CountryTo be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasersWe offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.Salary Pay RangeMinimum - Maximum: $28,770.00 - $53,430.00Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.DISCLAIMER:Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.