Senior Associate Special Handling

Strada Global • Tallahassee, FL

1d • Onsite

About The Position

The Senior Associate for the Special Handling Group (SHG) serves as a Tier II Problem Resolution Specialist supporting Strada’s Human Resources Outsourcing (HRO) clients. This role manages escalated and complex customer issues through inbound/outbound calls, email, and system tickets. The position requires strong analytical thinking, excellent communication skills, and the ability to handle non-routine situations with minimal supervision while ensuring high-quality service delivery.

Requirements

• High school diploma or GED
• 1+ year customer service experience
• Basic computer proficiency
• Strong customer service and communication skills
• Ability to work in a structured, performance-based environment
• Strong organizational skills

Responsibilities

• Serve as a Tier II customer contact, providing expert support for escalated or complex HR-related inquiries.
• Respond to customers courteously and professionally using Strada policies and procedures.
• Listen attentively, demonstrate empathy, and clearly identify customer needs.
• Complete real-time data input and resolve issues at first contact whenever possible.
• Confirm customer understanding of solutions and offer additional education beyond Tier 1 scope as needed.
• Document interactions and update customer tickets.
• Transfer misdirected inquiries to correct departments.
• Provide recommendations to improve customer satisfaction and processes.
• Participate in performance-improvement initiatives.
• Apply conceptual thinking to resolve unstructured problems.
• Provide solutions to non-standard issues; escalate when necessary.
• Support Team Leaders and assist in new hire training.
• Maintain broad knowledge of NGA HR/Strada HR services.

Benefits

• Flexible Work Options: While this role is 100% in-office, Strada supports flexible work arrangements across many roles.
• Comprehensive Benefits: Health, wellness, retirement, paid leave, education support, and more.
• Inclusive Culture: We celebrate diversity and foster an environment where everyone belongs.
• Growth Opportunities: Training, mentorship, and career development in a global organization.

What This Job Offers

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