Employee Experience & HR Support Specialist

ProService Hawaii; East Honolulu (HI); On-site; USD 55,000 - 75,000; Full time

Job summary

ProService Hawaii is seeking an Employee Relations Specialist to serve as the frontline resource for worksite employees, addressing questions about payroll, benefits, PTO, timekeeping, and HR policies in a high-volume setting.

You will document cases in Salesforce, escalate with context when needed, and guide employees toward self-service tools to improve service efficiency and accuracy.

Responsibilities

• Serve as the first point of contact for worksite employee inquiries via in-person, 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

Job description

ProService Hawaii is seeking an Employee Relations Specialist to serve as the frontline resource for worksite employees, addressing questions about payroll, benefits, PTO, timekeeping, and HR policies in a high-volume setting.

You will document cases in Salesforce, escalate with context when needed, and guide employees toward self-service tools to improve service efficiency and accuracy.