Note: The job is a remote job and is open to candidates in USA. ProService Hawaii is a leading PEO serving over 3,000 employers in Hawaii, and they are seeking an Employee Contact Center Specialist to provide front-line support for employee inquiries. This role involves handling high-volume transactions and ensuring accurate and timely responses to employee questions related to payroll and HR policies.
Responsibilities
- Serve as the first point of contact for worksite employee inquiries across 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 and the team
Skills
- Prior experience in a call center, shared services, or high-volume customer service environment is expected
- You stay accurate under pressure, even when the volume is high
- You communicate clearly and warmly, in writing and on the phone
- You follow through on every commitment, no matter how small
- You're comfortable juggling multiple systems simultaneously
- You treat documentation as a service, not a formality
Benefits
- Internal roles post first, and we reimburse certifications, conferences, and memberships.
- Fully paid healthcare
- 401(k) matching
- Paid parental leave
- Student loan assistance
- Employee assistance programs
- Paid time off
Company Overview