Problem Resolution Associate

Strada • Tallahassee, FL

1d • Onsite

About The Position

The People First Service Center is seeking dedicated and customer-focused Call Center Representatives to support the State of Florida’s employees and retirees. This role is responsible for handling inbound calls related to employee benefits, payroll inquiries, dependent documentation, and retirement services. Representatives serve as a trusted resource, providing accurate information, guidance, and resolution while delivering a high standard of customer service. This is a full-time, in-person position based in Tallahassee, Florida. Employees typically work an 8-hour shift, with occasional 10-hour All Hands on Deck (AHOD) days as operational needs require.

Requirements

• High school diploma or equivalent
• Strong verbal communication and active listening skills
• Ability to navigate multiple systems while speaking with customers
• Attention to detail and strong documentation skills
• Ability to handle sensitive information with discretion and professionalism
• Dependable attendance and flexibility to support extended hours when required

Nice To Haves

• Minimum of 1 year of customer service or call center experience preferred
• Experience supporting benefits, payroll, HR, or government programs
• Prior experience in a high-volume inbound call center
• Familiarity with service level metrics and quality standards

Responsibilities

• Answer inbound calls from State of Florida employees and retirees in a professional, courteous, and timely manner
• Assist callers with questions related to benefits enrollment, payroll, deductions, dependent documentation, and retirement information
• Accurately document all interactions, actions taken, and resolutions in designated systems
• Research and resolve inquiries by following established policies, procedures, and service level agreements (SLAs)
• Escalate complex or sensitive issues to leadership or specialized teams as appropriate
• Maintain confidentiality and compliance with state, federal, and organizational regulations
• Meet or exceed quality, productivity, and attendance expectations
• Participate in training, coaching sessions, and team meetings to remain current on program updates

Benefits

• competitive total rewards package
• continuing education & training
• tremendous potential with a growing worldwide organization

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees