Problem Resolution Associate (Bilingual)
About The Position
Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in thirty-three countries, Strada partners with customers at every stage of their journey, to help drive their vision forward. It is why we are so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work. We are looking for a Bi-Lingual (Spanish/English) Problem Resolution Associate at our Call Center in Round Rock, TX. Work is performed in a hybrid setting at both home and on-site, from 7AM to 7PM, M-F, located at: 810 Hester’s Crossing Suite 250 Round Rock, TX 78681
Requirements
- High School diploma or GED
- Fluent in writing/reading/conversation in Spanish as well as English
- Knowledge of basic computer operations
- Ability to demonstrate excellent customer service/support skills.
- Ability to demonstrate excellent written and oral communication skills.
- Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
- Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner.
- Ability to collaborate and work in a team environment, as well as work independently and make sound decisions.
- Flexibility to work any 8-hour shift between 7AM and 7PM M-F as well as extended hours, if necessary.
Nice To Haves
- Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services
Responsibilities
- Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy.
- Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and handle this casework throughout shift.
- Clarify customer requirements: probe for and confirm understanding of requirements and/or problems as the first contact resolution. Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
- Prepare and complete accurate work and update customer/employee files in database, as authorized.
- Staying current on clients’ programs and services through on-going training provided by Strada and self-study.
- Occasionally use decision-support tools to answer complex questions, Staying current on client’s programs and provisions through on-going training
- Maintain a broad knowledge of services. This role is the Tier 1 call center position for the various towers of service such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave
- Participate in activities designed to improve customer satisfaction and business performance and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Benefits
- variety of health coverage options
- wellbeing and support programs
- retirement
- vacation and sick leave
- maternity, paternity & adoption leave
- continuing education
- training
- number of voluntary benefits options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
