Problem Resolution Associate

Job Title: Problem Resolution AssociateDepartment: People First Service Center – Tier IClient: State of FloridaLocation: Tallahassee, FL (In-Person)Position SummaryThe 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.Key ResponsibilitiesAnswer inbound calls from State of Florida employees and retirees in a professional, courteous, and timely mannerAssist callers with questions related to benefits enrollment, payroll, deductions, dependent documentation, and retirement informationAccurately document all interactions, actions taken, and resolutions in designated systemsResearch and resolve inquiries by following established policies, procedures, and service level agreements (SLAs)Escalate complex or sensitive issues to leadership or specialized teams as appropriateMaintain confidentiality and compliance with state, federal, and organizational regulationsMeet or exceed quality, productivity, and attendance expectationsParticipate in training, coaching sessions, and team meetings to remain current on program updatesSchedule & Work EnvironmentFull-time, in-person role located in Tallahassee, FloridaStandard 8-hour work shiftsAbility to work extended 10-hour shifts during All Hands on Deck (AHOD) days based on operational demandProfessional call center environment with a focus on teamwork and service excellenceRequired QualificationsHigh school diploma or equivalent (required)Minimum of 1 year of customer service or call center experience preferredStrong verbal communication and active listening skillsAbility to navigate multiple systems while speaking with customersAttention to detail and strong documentation skillsAbility to handle sensitive information with discretion and professionalismDependable attendance and flexibility to support extended hours when requiredPreferred QualificationsExperience supporting benefits, payroll, HR, or government programsPrior experience in a high-volume inbound call centerFamiliarity with service level metrics and quality standardsCore CompetenciesCustomer-first mindsetProblem-solving and critical thinkingTime management and adaptabilityProfessionalism and accountabilityTeam collaborationWe offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.Salary Pay RangeMinimum - Maximum$28,770.00 - $53,430.00Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.DisclaimerNothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.