Relations Specialist II

Job Description

Job Description

WHAT YOU’LL DO

As a Relations Specialist II, you’ll be the first line of support for clients—resolving inquiries with speed, precision, and professionalism. You’ll balance a high volume of cases while ensuring exceptional service quality and client satisfaction. This role requires both critical thinking and a proactive mindset to identify risks and improve internal processes, all while supporting cross-functional collaboration and client education.

Respond to and resolve client cases with accuracy and urgency, meeting defined service level agreements (SLAs)

Log and manage cases using tools like Salesforce, ensuring documentation is complete and compliant

Deliver client-facing trainings on system platforms to support client understanding and adoption

Proactively identify recurring issues and propose solutions to reduce case volume and improve client outcomes

Collaborate with internal departments to escalate and resolve complex client issues

Contribute to continuous improvement efforts by surfacing process gaps and recommending enhancements

WHAT YOU BRING

You are energized by problem-solving and take pride in helping others. You excel in a fast-paced, high-volume environment and know how to maintain a positive, professional tone under pressure. You’ve had success in customer-facing roles and are familiar with CRM systems like Salesforce. Your written and verbal communication skills are top-tier, and you're highly adaptable to shifting priorities.

Demonstrated success in high-volume client service or support roles

Proficiency with case management tools (e.g., Salesforce) and strong digital fluency

Proven ability to meet or exceed SLAs and deliver first-contact resolutions

Experience collaborating across teams to resolve complex or escalated issues

Clear, concise, and client-focused communication style

Track record of identifying service risks and contributing to process improvements

WHY PROSERVICE

At ProService Hawaii, we empower businesses and employees across the islands by delivering HR solutions that work. As Hawaii’s largest local HR partner, we support thousands of organizations with payroll, benefits, risk management, and more. With over 18 consecutive years as a Best Place to Work, we’re committed to fostering a purpose-driven, inclusive, and high-performing culture where people take ownership and do what’s right—for clients and for each other.

We believe great work happens when people are trusted, supported, and challenged to grow. We’re building a workplace where high standards and a strong sense of purpose go hand-in-hand—and where your contributions directly impact Hawaii’s employers, their employees, and the broader communities we serve. Here’s what you can expect :

A Culture That Means Something : Our Core Values aren’t just words on a wall. They guide how we work, make decisions, and support one another.

Trust and Autonomy : You’ll be empowered to manage your responsibilities with clarity and independence, backed by a team that shares your commitment to doing things right.

Real Opportunities to Grow : Whether you're looking to deepen your expertise or step into leadership, you'll have access to feedback and coaching, development programs, mentorship, and clear paths forward.

Flexibility with Accountability : For Hawaii-based employees, we offer hybrid work options. For those on the mainland, we offer fully remote roles, so long as you are ready to work on Hawaii Standard Time.

Competitive Compensation and Benefits : We value your contributions and back that up with strong pay at $24.72 to $33.98, full benefits, and resources to support your well-being.