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

• Serve as the first point of contact for worksite employee inquiries across phone, email, and case channels.
• 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

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.

Qualifications

• Prior experience in a call center, shared services, or high-volume customer service environment is expected.
• 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.

Skills

• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.
• Strong problem-solving and analytical skills.
• Attention to detail and accuracy under pressure.

Benefits

Statewide, Hawaii — Hybrid or In Office

Pay

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.

Schedule

Work location: Statewide, Hawaii — Hybrid or In Office