Employee Relations Specialist

About the role

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 Relations 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.

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.

Responsibilities

• Serve as the first point of contact for worksite employee inquiries in person, on the 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.