What are the responsibilities and job description for the Relations Specialist II position at ProService Hawaii?
Who We Are
At ProService Hawaii, we empower businesses and employees across the islands. As Hawaii’s largest local HR partner, we provide innovative HR solutions in payroll, benefits, risk management, and more. With over 18 years as a Best Place to Work, we’re dedicated to fostering a purpose-driven, inclusive, and high-performing culture.
What You’ll Do
As a Relations Specialist II, you’ll serve as the primary point of contact for clients, providing timely, professional support that meets service level expectations and fosters long-term satisfaction. In this role, you’ll triage inquiries, resolve complex issues, and escalate when needed—ensuring every client interaction is handled with precision and care. You’ll also identify service trends and lead improvements that enhance the overall client experience.
At ProService Hawaii, we’re not just about work—we’re about creating a community where people thrive. Here’s what makes us stand out:
At ProService Hawaii, we empower businesses and employees across the islands. As Hawaii’s largest local HR partner, we provide innovative HR solutions in payroll, benefits, risk management, and more. With over 18 years as a Best Place to Work, we’re dedicated to fostering a purpose-driven, inclusive, and high-performing culture.
What You’ll Do
As a Relations Specialist II, you’ll serve as the primary point of contact for clients, providing timely, professional support that meets service level expectations and fosters long-term satisfaction. In this role, you’ll triage inquiries, resolve complex issues, and escalate when needed—ensuring every client interaction is handled with precision and care. You’ll also identify service trends and lead improvements that enhance the overall client experience.
- Resolve and Escalate Client Inquiries: Deliver timely, accurate, and professional responses to client questions and concerns. Escalate when necessary to drive resolution.
- Maintain Operational Excellence: Use tools like Salesforce to log, track, and resolve cases in accordance with defined SLAs.
- Drive First-Call Resolution: Resolve most issues during initial contact and proactively follow up on open cases.
- Monitor Trends & Share Insights: Spot recurring client concerns and collaborate with teams to develop long-term solutions.
- Contribute to Continuous Improvement: Participate in training, share knowledge with peers, and identify ways to improve processes or reduce client friction.
- Demonstrated success in client-facing roles with a strong record of resolution and customer satisfaction.
- Experience managing high case volumes while adhering to service level agreements.
- Familiarity with case management systems (e.g., Salesforce) or similar platforms.
- Proven ability to work across teams and departments to resolve escalated issues.
- Excellent written and verbal communication skills with a customer-first mindset.
- Your unique background, perspectives, and experience matter to us. Even if you don’t check every box, we encourage you to apply and share your story.
At ProService Hawaii, we’re not just about work—we’re about creating a community where people thrive. Here’s what makes us stand out:
- Purpose-Driven Culture: Integrity, collaboration, and continuous improvement are at our core. Join a team passionate about making a meaningful impact for our clients, community, and one another.
- Empowerment & Innovation: We encourage bold thinking, challenge the status quo, and empower you to take ownership of projects that drive real change.
- Growth Opportunities: With access to leadership development programs, mentorship, and clear career paths, you’ll have the tools and support to reach your full potential.
- Flexibility: We offer hybrid work options for Hawaii-based candidates and remote opportunities for mainland candidates willing to work in Hawaii Standard Time (HST), ensuring balance and connectivity no matter where you are.
- Competitive Pay & Benefits: We believe in recognizing and rewarding your hard work with competitive compensation, comprehensive benefits, and a commitment to your well-being. The pay range for this role is $20.00 - $25.00 per hour, depending on experience and qualifications.
Salary : $20 - $25
