Relations Specialist

Career Opportunities with Pro Service Hawaii

Rated One Of Hawaii's Best Places To Work for 18 Years

At Pro Service Hawaii, we're not just another company-we're a tribe of passionate people committed to empowering employers and their employees across Hawaii. People are at the heart of everything we do. We know that running a business in Hawaii comes with challenges-from regulatory complexity to high costs. That's why we're dedicated to supporting both our clients and our team, fueling the Why behind everything we do.

We're the largest local HR partner trusted by over 3,000 employers and 50,000 employees, providing expert HR consulting, training, benefits, payroll, risk support, and more. We help organizations effectively hire, manage, and grow their teams with confidence. Headquartered in Hawaii with offices on Oahu, Maui, Kauai, and the Big Island, we've been voted Best Place to Work for over 18 years.

Join our diverse and resilient team, and together, we'll make an impact.

We are looking for a Relations Specialist I who takes genuine pride in getting the details right — someone who sees every employee inquiry as worthy of their full attention. This is a high-volume, service-first role where responsiveness, accuracy, and care aren't just nice to have; they're the job.

You'll be the first point of contact for worksite employees navigating payroll, benefits, timekeeping, and HR policy questions. The work is fast-paced and transactional, but the stakes are real — a missed detail or slow follow-up directly affects someone's paycheck or trust.

• Serve as the first point of contact for worksite employee inquiries across phone, email, and case channels — triaging, researching, and resolving questions related to payroll, benefits, PTO, timekeeping, and HR policies
• Process high-volume level-1 transactions (address changes, direct deposit updates, PTO balances, benefits inquiries) with precision and a focus on first-contact resolution
• Maintain detailed, timely case documentation in Salesforce so teammates and clients always know where things stand — no incomplete cases, no loose ends
• Escalate complex or sensitive issues with full context and retain ownership through resolution — the employee should never have to start over
• Guide worksite employees toward self-service tools during routine interactions, turning service moments into brief teaching opportunities
• Monitor patterns, flag service risks, and contribute improvement ideas that reduce friction for employees and the team

This is a call center-style support role where speed, volume, and accuracy are in constant tension. You'll handle a wide range of employee-level issues across multiple systems and channels — often with limited context and tight turnaround expectations. Availability and responsiveness aren't aspirational; they're measured (abandoned call rate, email response time, FCR rate). If you thrive in structured, high-accountability environments and find satisfaction in helping people solve real problems quickly, this is the kind of work that will feel rewarding.

That said, this isn't a relationship management or advisory role — and the volume is real. You'll own the quality and accuracy of every interaction you touch. We expect you to stay composed, stay caring, and stay accountable — even on the hard days.

Prior experience in a call center, shared services, or high-volume customer service/support environment is expected. We're not just looking for someone who can handle the pace — we're looking for someone who takes pride in doing it well.

• You stay accurate under pressure, even when the volume is high. You've managed a steady stream of employee or customer inquiries and kept your error rate low even when the queue never seemed to clear
• You communicate clearly and warmly, in writing and on the phone. You can take a complex benefits or payroll question and explain it in plain language — calmly and without jargon — to someone who's stressed about their paycheck
• You follow through on every commitment, no matter how small. You've caught yourself re-checking your own work on a…