Client Relations Specialist II

ProService Hawaii; Honolulu (HI); Hybrid; USD 70,855,478 - 88,512,177; Full time

Benefits offered by this job

Fully paid healthcare

401(k) matching

Paid parental leave

Student loan assistance

Employee assistance programs

Paid time off

Job summary

ProService Hawaii, Hawaii's largest local HR partner, is seeking a Client Relations Specialist II to serve as the primary contact for Hawaii business owners and HR administrators navigating payroll, benefits, PTO, and billing questions.

Your success will be measured by resolving issues on the first contact, building trust with decision‑makers, and guiding clients to our self‑service tools while handling a high volume with care and warmth.

Qualifications

• Proven client-facing experience.
• Experience handling a high volume of work with accuracy.
• Ability to learn internal tools quickly.

Responsibilities

• Serve as the first point of contact for client inquiries across payroll, benefits, PTO, HR, time and attendance, and billing.
• Log, track, and manage client cases in Salesforce, meeting SLA timelines and documentation standards.
• Escalate complex issues with full context and retain ownership through resolution.
• Guide clients toward Prism and T&A during service interactions, building their confidence with self-service tools.
• Flag at-risk client signals early and partner with the Client Relations Manager to resolve concerns before they escalate.
• Contribute improvement ideas that reduce friction for clients and teammates.

Skills

Customer focus

Oral communication

Organization and planning

Adaptability

Self-awareness

Listening

Tools

Salesforce

Job description

Overview

At ProService, we're Hawaii's largest local HR partner — built by locals, for local businesses. Our clients count on us to get payroll, benefits, and HR right every time, and that trust is earned one conversation at a time by the people who answer the phone and follow through. As a Client Relations Specialist II, you'll be the primary point of contact for Hawaii business owners and HR administrators navigating payroll, benefits, PTO, and billing questions that matter to their bottom line. Success in this role looks like resolving issues thoroughly on the first try, building trust with the decision‑makers who rely on us, and helping clients grow more confident using our digital tools — all while managing a high volume of cases without losing accuracy or warmth.

Responsibilities

• Serve as the first point of contact for client inquiries across payroll, benefits, PTO, HR, time and attendance, and billing
• Log, track, and manage client cases in Salesforce, meeting SLA timelines and documentation standards
• Escalate complex issues with full context and retain ownership through resolution
• Guide clients toward Prism and T&A during service interactions, building their confidence with self‑service tools
• Flag at‑risk client signals early and partner with the Client Relations Manager to resolve concerns before they escalade
• Contribute improvement ideas that reduce friction for clients and teammates

Qualifications

We're looking for someone with proven client‑facing experience, a track record of handling a high volume of work without sacrificing accuracy, and the top competencies that matter most in this role: customer focus, oral communication, organization and planning, adaptability, self‑awareness, and listening.

Fit

• You've been the go‑to person for customers in a past role, whether in hospitality, retail, healthcare, or financial services. A client once had a complicated, multi‑part problem, and you tracked it through to resolution yourself rather than handing it off and moving on.
• You can manage a full queue of competing priorities without letting quality slip. You switched between three unrelated client cases in the same hour and still caught the detail that prevented a billing error.
• You pick up new systems and processes quickly and aren't afraid to ask a clarifying question instead of guessing. You learned an unfamiliar internal tool in your first weeks on a past job and used it to resolve a client issue faster than expected.
• You know how to de‑escalate a tense conversation and leave the person feeling heard. A frustrated client called ready to walk away, and by listening first and following through after, you turned them into someone who still calls you by name.

Location

• 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

$24.72 – $30.89 per hour, commensurate with experience. Compensation here is tied to performance — strong results are recognized and rewarded, and there are clear paths to advance within the Relations Specialist track and across the broader organization.

Benefits

• Fully paid healthcare
• 401(k) matching
• Paid parental leave
• Student loan assistance
• Employee assistance programs
• Paid time off