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.
WHY 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.