Problem Resolution Associate
Strada•Tallahassee, FL
•$28,770 - $53,430•Onsite
About The Position
The Problem Resolution Associate – Customer Care serves as the initial point of contact for Human Resources Outsourcing (HRO) customers. This role handles inbound and outbound customer interactions to resolve routine to moderately complex inquiries and service requests while ensuring first-contact resolution and a positive customer experience.
Requirements
- High School Diploma or GED
- No prior experience required
- Strong communication and customer service skills
- Ability to work in a structured, performance-based environment
Nice To Haves
- Basic Product/Service Understanding: Familiarity with the company’s products, services, policies, and procedures to address customer queries.
- Technical Proficiency: Comfortable with basic troubleshooting for product or service issues (if applicable).
- Knowledge Updates: Ability to stay current on product/service updates and changes.
- Critical Thinking: Identifying customer issues quickly and accurately and providing solutions within a limited time.
- Decision-Making: Being able to make appropriate decisions within given guidelines to resolve issues.
- Resourcefulness: Knowing where to find the right information or who to escalate the issue to when required.
- Multitasking and Time Management Efficiency: Managing a high volume of calls while addressing each customer’s needs.
- Prioritization: Effectively determining the urgency of calls or tasks and addressing them in the appropriate order.
- Time Management: Managing call time and follow-up actions efficiently to maintain productivity.
Responsibilities
- Answer and greet customer calls professionally and courteously.
- Listen to customer concerns and demonstrate empathy.
- Clarify customer needs and resolve issues at first contact when possible.
- Document interactions accurately in customer systems.
- Collaborate with internal teams and escalate issues appropriately.
- Maintain working knowledge across service towers.
Benefits
- health coverage
- wellbeing programs
- paid leave (vacation, sick, parental)
- retirement plans
- learning opportunities
- competitive total rewards package
- continuing education & training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
