Problem Resolution Associate

Strada Global • Tallahassee, FL

8d • $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
• Active Listening: Ability to listen carefully to customers, understanding their issues and concerns.
• Clear and Concise Speech: Using clear language to explain solutions and instructions.
• Written Communication: Clear and effective writing skills for emails or chat support.
• Tone and Etiquette: Maintaining a professional, friendly, and empathetic tone always.
• Empathy: Demonstrating understanding and patience, particularly when dealing with frustrated or upset customers.
• Patience: Remaining calm and composed during difficult or repetitive inquiries.
• Positive Attitude: Maintaining a positive outlook and approach even when dealing with challenging situations.
• Conflict Resolution: Ability to de-escalate tense situations and provide solutions or alternative options.
• 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.
• 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

What This Job Offers

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