State Benefits Call Center Specialist

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

Benefits offered by this job

Health coverage

Wellbeing programs

Paid leave (vacation, sick, parental)

Retirement plans

Learning opportunities

Job summary

Strada is seeking a Problem Resolution Associate to support the State of Florida’s employees and retirees from our Tallahassee office. This full-time, in-person role handles inbound calls regarding benefits, payroll, deductions, and retirement information, delivering accurate guidance and compassionate service.

You’ll document interactions in our systems, follow SLAs, and collaborate with teams to resolve issues while maintaining confidentiality and compliance.

Qualifications

• High school diploma or equivalent required.
• Minimum of 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 strong documentation skills.
• Dependable attendance and flexibility to support extended hours when required.

Responsibilities

• Answer inbound calls from State of Florida employees and retirees in a professional, courteous, and timely manner.
• Assist callers with questions related to benefits enrollment, payroll, deductions, dependent documentation, and retirement information.
• Accurately document all interactions, actions taken, and resolutions in designated systems.
• Research and resolve inquiries by following established policies, procedures, and SLAs.
• Escalate complex or sensitive issues to leadership or specialized teams as appropriate.
• Maintain confidentiality and compliance with state, federal, and organizational regulations.
• Meet or exceed quality, productivity, and attendance expectations.
• Participate in training, coaching sessions, and team meetings to remain current on program updates.

Skills

Customer service

Verbal communication

Active listening

Documentation

Teamwork

Education

High school diploma

Tools

CRM systems

Job description

Strada is seeking a Problem Resolution Associate to support the State of Florida’s employees and retirees from our Tallahassee office. This full-time, in-person role handles inbound calls regarding benefits, payroll, deductions, and retirement information, delivering accurate guidance and compassionate service.

You’ll document interactions in our systems, follow SLAs, and collaborate with teams to resolve issues while maintaining confidentiality and compliance.