Problem Resolution Associate (Bilingual)

Strada • Round Rock, TX

20h • Hybrid

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. 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.

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.
• Authorization to work in the Employing Country without future sponsorship.

Nice To Haves

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Responsibilities

• Utilizing 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.

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
• competitive total rewards package

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED