Relations Specialist I Full Time NEW

We are looking for a Relations Specialist I who takes genuine pride in getting the details right — someone who sees every employee inquiry as worthy of their full attention. This is a high-volume, service-first role where responsiveness, accuracy, and care aren’t just nice to have; they’re the job.

You’ll be the first point of contact for worksite employees navigating payroll, benefits, timekeeping, and HR policy questions. The work is fast-paced and transactional, but the stakes are real — a missed detail or slow follow-up directly affects someone’s paycheck or trust.

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 call center-style support role 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). If you thrive in structured, high-accountability environments and find satisfaction in helping people solve real problems quickly, this is the kind of work that will feel rewarding.

That said, this isn’t a relationship management or advisory role — and the volume is real. You’ll own the quality and accuracy of every interaction you touch. We expect you to stay composed, stay caring, and stay accountable — even on the hard days.

What You’ll Bring To The Team

Prior experience in a call center, shared services, or high-volume customer service/support 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 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

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.

COMPENSATION

The base compensation for this position is $20.00 – $25.00 per hour depending on experience and qualifications.

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 Hawai?i’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 Hawai?i.

• 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.