Problem Resolution Associate
Strada, Tallahassee, FL, United States
Position
Job Title:
Problem Resolution Associate
Department:
People First Service Center – Tier I
Client:
State of Florida
Location:
Tallahassee, FL (In-Person)
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
Benefits
We offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Salary Pay Range
Minimum - Maximum: $28,770.00 - $53,430.00
Pay 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.
Disclaimer
Nothing 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.
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Job Title:
Problem Resolution Associate
Department:
People First Service Center – Tier I
Client:
State of Florida
Location:
Tallahassee, FL (In-Person)
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
Benefits
We offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Salary Pay Range
Minimum - Maximum: $28,770.00 - $53,430.00
Pay 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.
Disclaimer
Nothing 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.
#J-18808-Ljbffr