Employee Contact Center Specialist

About the role

The Employee Contact Center Specialist is on the front line of our 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.

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.

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.

Requirements

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 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.

Schedule

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.

Pay

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

Benefits

• Fully paid healthcare
• 401(k) matching
• Paid parental leave
• Student loan assistance
• Employee assistance programs
• Paid time off
• Reimbursement for certifications, conferences, and memberships

ProService is 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. Our culture includes:

• A PROhana unlike any other — we assume the best in each other, give feedback focused on what’s right, and show up every day as a community.
• Meaningful work where you see exactly how your contributions move the needle.
• Growth without a ceiling — internal roles post first, and your growth is our growth.
• High expectations, real accountability, and a team of experts ready to help you push through any obstacle.
• Opportunities to give back to the local community and support organizations that foster and care for our island.