State Benefits & Payroll Resolution Specialist

1US37 Strada U.S. Payroll, LLC; Tallahassee (FL); On-site; USD 29,000 - 53,000; Full time

Job summary

Strada is seeking a dedicated Call Center Representative in Tallahassee, FL to support Florida employees and retirees with benefits, payroll, and retirement information. This full-time, in-person role emphasizes accuracy, confidentiality, and excellent service.

You will handle inbound calls, document interactions, and follow SLAs while collaborating with leadership and teams to resolve inquiries and provide reliable guidance.

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.
• Ability to handle sensitive information with discretion and professionalism.
• Dependable attendance and flexibility to support extended hours when required.

Responsibilities

• Answer inbound calls from State of Florida employees and retirees.
• 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 service level agreements (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

Discretion

Attendance reliability

Education

High school diploma or equivalent

Job description

Strada is seeking a dedicated Call Center Representative in Tallahassee, FL to support Florida employees and retirees with benefits, payroll, and retirement information. This full-time, in-person role emphasizes accuracy, confidentiality, and excellent service.

You will handle inbound calls, document interactions, and follow SLAs while collaborating with leadership and teams to resolve inquiries and provide reliable guidance.