Problem Resolution Associate

Job Description

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

Position Summary

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.

Key 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

Schedule & Work Environment

• Full-time, in-person role located in Tallahassee, Florida

• Standard 8-hour work shifts

• Ability to work extended 10-hour shifts during All Hands on Deck (AHOD) days based on operational demand

• Professional call center environment with a focus on teamwork and service excellence

Required Qualifications

• High school diploma or equivalent (required)

• Minimum of 1 year of customer service or call center experience preferred

• 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

Preferred Qualifications

• 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

Core Competencies

• Customer-first mindset

• Problem-solving and critical thinking

• Time management and adaptability

• Professionalism and accountability

• Team collaboration

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.

• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.

• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.

• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances,