Senior Associate Special Handling

Strada Inc.; Tallahassee (FL); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health benefits

Paid leave

Education support

Inclusive culture

Growth opportunities

Job summary

A leading HR solutions provider in Tallahassee is looking for a Tier II Customer Support representative. The ideal candidate will provide expert support for escalated HR-related inquiries and maintain strong organizational skills. You will be responsible for documenting interactions, offering solutions, and improving customer satisfaction. A high school diploma and at least one year of customer service experience are required. The position is 100% in-office but supports flexible work arrangements. Comprehensive benefits and growth opportunities are provided.

Qualifications

• 1+ year customer service experience required.
• Ability to work in a structured environment.
• Demonstrate empathy and clearly identify customer needs.

Responsibilities

• Provide expert support for escalated HR-related inquiries.
• Document interactions and update customer tickets.
• Offer recommendations to improve customer satisfaction.

Skills

Strong customer service skills

Communication skills

Organizational skills

Basic computer proficiency

Education

High school diploma or GED

Job description

* Serve as a Tier II customer contact, providing expert support for escalated or complex HR-related inquiries.* Respond to customers courteously and professionally using Strada policies and procedures.* Listen attentively, demonstrate empathy, and clearly identify customer needs.* Complete real-time data input and resolve issues at first contact whenever possible.* Confirm customer understanding of solutions and offer additional education beyond Tier 1 scope as needed.* Document interactions and update customer tickets.* Transfer misdirected inquiries to correct departments.* Provide recommendations to improve customer satisfaction and processes.* Participate in performance-improvement initiatives.* Apply conceptual thinking to resolve unstructured problems.* Provide solutions to non-standard issues; escalate when necessary.* Support Team Leaders and assist in new hire training.* Maintain broad knowledge of NGA HR/Strada HR services.* High school diploma or GED* 1+ year customer service experience* Basic computer proficiency* Strong customer service and communication skills* Ability to work in a structured, performance-based environment* Strong organizational skills* Flexible Work Options: While this role is 100% in-office, Strada supports flexible work arrangements across many roles.* Comprehensive Benefits: Health, wellness, retirement, paid leave, education support, and more.* Inclusive Culture: We celebrate diversity and foster an environment where everyone belongs.* Growth Opportunities: Training, mentorship, and career development in a global organization.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.Pay 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.As pioneers in payroll, human capital and financial management solutions, we blend leading-edge technology with human ingenuity to keep you moving forward. Our team of over 8,000 experts bring decades of deep knowledge and experience to businesses around the globe helping them design and deliver at scale. Supporting over 1,400 customers across 33 countries, we embed ourselves at every stage of your journey, to help you drive your vision to value.