Delivery, Senior Associate

Strada Global•Tallahassee, FL

5d•$33,040 - $61,360•Onsite

About The Position

The Senior Associate for the Special Handling Group (SHG) serves as a Tier II Problem Resolution Specialist supporting Strada’s Human Resources Outsourcing (HRO) clients. This role manages escalated and complex customer issues through inbound/outbound calls, email, and system tickets. The position requires strong analytical thinking, excellent communication skills, and the ability to handle non-routine situations with minimal supervision while ensuring high-quality service delivery.

Requirements

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
Authorization to work in the U.S. without current or future visa sponsorship.

Responsibilities

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.