Client Relations Specialist II

Job Description

Job Description

At ProService, 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.

As a Client Relations Specialist II, you'll be the primary point of contact for Hawaii business owners and HR administrators navigating payroll, benefits, PTO, and billing questions that matter to their bottom line. Success in this role looks like resolving issues thoroughly on the first try, building trust with the decision-makers who rely on us, and helping clients grow more confident using our digital tools — all while managing a high volume of cases without losing accuracy or warmth.

IN THIS ROLE YOU WILL

• 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

IS THIS ROLE RIGHT FOR YOU?

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.

WHAT YOU'LL BRING TO THE TEAM

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're probably a fit if:

• 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.

WORK LOCATION

This role is open to candidates across Hawaii. Where you work day-to-day depends on your island.

• Oahu (Hybrid) — Based out of our Hawaii Kai office, with a flexible hybrid schedule. In office: Tuesday – Thursday | Remote: Monday & Friday
• Maui & Kauai (Hybrid) — Based out of your respective island office, with a flexible hybrid schedule. In office: Tuesday – Thursday | Remote: Monday & Friday
• Kona (In Office) — Based out of our Kona office, Monday through Friday. In office: Monday – Friday
• Hilo (Remote) — Fully remote, working within Hawaii Standard Time (HST) business hours.

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$24.72 – $30.89 per hour, commensurate with experience.

Compensation here is tied to performance — strong results are recognized and rewarded, and there are clear paths to advance within the Relations Specialist track and across the broader organization.

WHY LOVE PROSERVICE

ProService is a Hawaii-based PEO combining payroll, HR, and benefits expertise with purpose-built technology — all backed by the best local service in the islands. Backed by Silver Lake and recognized as one of Hawaii's Best Places to Work for 20 consecutive years, we're a team of high performers united by one mission: Empowering Employers to Succeed in Hawaii.

• A PROhana unlike any other. We assume the best in each other, give feedback focused on what's right—not who's right—and show up every day. This isn't just a workplace. It's a community.
• Do work that matters. You'll see exactly how your contributions move the needle—meaningful problems, real decisions, and a seat at the table.
• Grow without a ceiling. Internal roles post first, and we reimburse certifications, conferences, and memberships. Your growth is our growth.
• Compete, collaborate, and win together. High expectations, real accountability, and a team of experts ready to help you push through any obstacle.
• Total rewards built around your whole life. Fully paid healthcare, 401(k) matching, paid parental leave, student loan assistance, employee assistance programs, and paid time off—just to name a few.