Client Relations Specialist II

Career Opportunities with Pro Service Hawaii

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

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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.

At Pro Service, we're Hawaii's largest local HR partner — built by locals, for local businesses. Our clients count on us to get payroll, benefits, and HR right every time, and that trust is earned one conversation at a time by the people who answer the phone and follow through.

• Serve as the first point of contact for client inquiries across payroll, benefits, PTO, HR, time and attendance, and billing
• Log, track, and manage client cases in Salesforce, meeting SLA timelines and documentation standards
• Escalate complex issues with full context and retain ownership through resolution
• Guide clients toward Prism and T&A during service interactions, building their confidence with self-service tools
• Flag at-risk client signals early and partner with the Client Relations Manager to resolve concerns before they escalate
• Contribute improvement ideas that reduce friction for clients and teammates

This role carries real retention weight. The clients you're supporting are business owners and HR administrators making decisions that affect their teams, and they expect business-level expertise — not a script. You'll be juggling a steady stream of inquiries across several systems at once, and accuracy and follow-through aren't optional — they're the job. If a case is escalated to someone else, it comes with full context so the client never has to repeat themselves.

You don't need payroll or benefits expertise on day one. What you do need is a track record of owning problems until they're solved, staying calm and warm under volume, and genuinely wanting to make things easier for the person on the other end of the line. We'll train you on the systems — you bring the client-first instinct and the follow-through.

We're looking for someone with proven client-facing experience, a track record of handling a high volume of work without sacrificing accuracy, and the top competencies that matter most in this role: customer focus, oral communication, organization and planning, adaptability, self-awareness, and listening.

• You've been the go-to person for customers in a past role, whether in hospitality, retail, healthcare, or financial services. A client once had a complicated, multi-part problem, and you tracked it through to resolution yourself rather than handing it off and moving on.
• You can manage a full queue of competing priorities without letting quality slip. You switched between three unrelated client cases in the same hour and still caught the detail that prevented a billing error.
• You pick up new systems and processes quickly and aren't afraid to ask a clarifying question instead of guessing. You learned an unfamiliar internal tool in your first weeks on a past job and used it to resolve a client issue faster than expected.
• You know how to de-escalate a tense conversation and leave the person feeling heard. A frustrated client called ready to walk away, and by listening first and following through after, you turned them into someone who still calls you by name.

This role is open to…