Employee Contact Center Specialist

Job Description

Job Description

At ProService, 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 Contact Center 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 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.

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 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 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 asking what happened — because your notes were already there.

WORK LOCATION

Statewide, Hawaii — Hybrid or In Office

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. In office: Tuesday – Thursday | Remote: Monday & Friday Maui & Kaua'i (Hybrid) — Based out of your respective island office. In office: Tuesday – Thursday | Remote: Monday & Friday
• Kona (In Office) — Based out of our Kona office, Monday through Friday.
• Hilo (Remote) — Fully remote, working within Hawaii Standard Time (HST) business hours.

COMPENSATION

The base compensation for this position is $20.00 – $25.00 per hour, commensurate with experience and qualifications.

At ProService, compensation is tied to performance. Strong results are recognized and rewarded, and there are clear paths to advance within the Relations Specialist track and into senior client service, HR advisory, and team lead roles.

WHY YOU’LL 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.