Senior Associate Special Handling

Strada • Tallahassee, FL

1d • $33,040 - $61,360 • Onsite

About The Position

Join us on a journey of endless possibilities At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter. Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best. Learn more at www.stradaglobal.com To learn more about us, visit stradaglobal.com Your Impact 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