Relations Specialist I

ProService Hawaii is a leading PEO that combines payroll, HR, and benefits expertise with technology to empower employers in Hawaii. They are seeking a Relations Specialist I to serve as the first point of contact for employee inquiries related to payroll, benefits, and HR policies, ensuring accurate and responsive service in a high-volume environment.

Responsibilities

• 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

Skills

• Prior experience in a call center, shared services, or high-volume customer service/support environment is expected
• 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 transaction because the detail mattered — not because someone told you to
• You're comfortable juggling multiple systems simultaneously
• You've worked across platforms like Salesforce, payroll tools, or T&A systems without losing track of where things stand
• You treat documentation as a service, not a formality
• Teammates have been able to pick up your cases without having to ask you what happened — because your notes were already there

Benefits

• Internal roles post first, and we reimburse certifications, conferences, and memberships.
• Fully paid healthcare
• 401(k) matching
• Paid parental leave
• Student loan assistance
• Employee assistance programs
• Paid time off

Company Overview