Problem Resolution Associate; Bilingual

Bi-Lingual (Spanish/English) Problem Resolution Associate

We are looking for a Bi-Lingual (Spanish/English) Problem Resolution Associate at our Call Center in Round Rock, TX. Work is performed in a hybrid setting at both home and on-site, from 7AM to 7PM, M-F, located at:

810 Hester's Crossing

Suite 250

Round Rock, TX 78681

As a Problem Resolution Associate, a typical day can include the following:

• Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy.
• Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and handle this casework throughout shift.
• Clarify customer requirements: probe for and confirm understanding of requirements and/or problems as the first contact resolution. Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Prepare and complete accurate work and update customer/employee files in database, as authorized.
• Staying current on clients' programs and services through on-going training provided by Strada and self-study.
• Occasionally use decision-support tools to answer complex questions, Staying current on client's programs and provisions through on-going training
• Maintain a broad knowledge of services. This role is the Tier 1 call center position for the various towers of service such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave
• Participate in activities designed to improve customer satisfaction and business performance and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

Required Experience:

• High School diploma or GED
• Fluent in writing/reading/conversation in Spanish as well as English
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills.
• Ability to demonstrate excellent written and oral communication skills.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner.
• Ability to collaborate and work in a team environment, as well as work independently and make sound decisions.
• Flexibility to work any 8-hour shift between 7AM and 7PM M-F as well as extended hours, if necessary.

Preferred Experience:

• Experience in one of these industries is preferred:
  Health Care, Human Resources Services or Financial Services

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.

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.