Employee Contact Center Specialist

About the role

The Employee Contact Center Specialist serves as the first point of contact for worksite employee inquiries across phone, email, and case channels. This role involves triaging, researching, and resolving questions related to payroll, benefits, PTO, timekeeping, and HR policies. The role requires handling high-volume level-1 transactions with precision and a focus on first-contact resolution.

Responsibilities

• 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.
• Experience managing a steady stream of employee or customer inquiries and keeping an error rate low even when the queue never seems to clear.
• Ability to communicate clearly and warmly, in writing and on the phone, explaining complex benefits or payroll questions in plain language.
• Comfortable juggling multiple systems simultaneously, working across Salesforce, payroll tools, or T&A systems without losing track of where things stand.
• Treatment of documentation as a service, not a formality, ensuring teammates can pick up cases without asking what happened because your notes were already there.

Qualifications

• Strong attention to detail and accuracy under pressure.
• Excellent problem-solving skills and ability to manage multiple tasks efficiently.
• Effective communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite, particularly Salesforce.

Skills

• Customer service skills
• Problem-solving abilities
• Attention to detail
• Time management
• Microsoft Office Suite proficiency, particularly Salesforce

Benefits

• Comprehensive health insurance
• 401(k) matching
• Parental leave
• Student loan assistance
• Employee assistance programs
• Paid time off

Pay

$20.00 – $25.00 per hour, commensurate with experience and qualifications.

Schedule

Statewide, Hawaii — Hybrid or In Office

• 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.