Hybrid Maui Employee Relations Specialist

At Pro Service Hawaii, we value driven, passionate, and hardworking individuals to provide the highest level of service and commitment to our clients. Therefore, our company culture is a large part of who we are as for 20 years in a row Pro Service Hawaii has been voted “Hawaii’s Best Places to Work.” Join our PROhana and help us empower local businesses.

We’re an industry leader in HR solutions and one of Hawaii’s fastest growing companies. We believe that our people are our biggest asset, so we work hard to make sure Pro Service Hawaii is an incredible place to work.

At Pro Service, we serve over 3,000 Hawaii employers — and behind every one of those relationships is a team of people making sure employees get the answers they need, when they need them. The Employee Relatons Specialist is on the front line of that promise: the first voice worksite employees hear when they have a question about their paycheck, their benefits, or their HR policy.

This is a high-volume, call center-style support role where speed, accuracy, and genuine care aren’t in tension — they’re all required. A missed detail or slow follow-up directly affects someone’s paycheck or trust in their employer. If that kind of accountability energizes you rather than weighs on you, this role is worth a serious look.

IN THIS ROLE YOU WILL

• Serve as the first point of contact for worksite employee inquiries in person, on the 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.

IS THIS ROLE RIGHT FOR YOU?

This is a structured, high-accountability environment 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.

This isn’t a relationship management or advisory role — and the volume is real. What it offers is the satisfaction of genuinely helping people solve real problems quickly, in a team where doing that well is noticed and rewarded. If you thrive in high-accountability environments and take pride in doing high-volume work with care, this is the kind of role that feels rewarding over time.

WHAT YOU’LL BRING TO THE TEAM

Prior experience in a call center, shared services, or high-volume customer service 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’re probably a fit if:

• 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, without jargon — to someone…