Problem Resolution Associate

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
  
  

We offer you 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.