Employee Relations 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

Career Opportunities with ProService Hawaii

Rated One Of Hawaii's Best Places To Work for 18 Years

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At ProService Hawaii, we're not just another company-we're a tribe of passionate people committed to empowering employers and their employees across Hawaii. People are at the heart of everything we do. We know that running a business in Hawaii comes with challenges-from regulatory complexity to high costs. That's why we're dedicated to supporting both our clients and our team, fueling the "Why" behind everything we do.

We're the largest local HR partner trusted by over 3,000 employers and 50,000 employees, providing expert HR consulting, training, benefits, payroll, risk support, and more. We help organizations effectively hire, manage, and grow their teams with confidence. Headquartered in Hawaii with offices on Oahu, Maui, Kauai, and the Big Island, we've been voted Best Place to Work for over 18 years. Join our diverse and resilient team, and together, we'll make an impact.

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 Relatons 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.

IN THIS ROLE YOU WILL

• 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.
• 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