Problem Resolution Associate
About The Position
Strada’s People First Service Center is seeking dedicated, customer-focused Call Center Representatives to support State of Florida employees and retirees. The role handles inbound calls concerning employee benefits, payroll inquiries, dependent documentation, and retirement services. Representatives provide 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 eight-hour shifts, with occasional ten-hour All Hands on Deck (AHOD) days as operational needs require. The position operates in a professional call center environment focused on teamwork and service excellence.
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
- At least one year of customer service or call center experience.
- 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 about benefits enrollment, payroll, deductions, dependent documentation, and retirement information.
- Accurately document 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 comply 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
- Health coverage
- Wellbeing programs
- Paid leave, including vacation, sick, and parental leave
- Retirement plans
- Learning opportunities
- Continuing education and training
- Competitive total rewards package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
