Job Description

At ProService Hawaii, we empower local businesses to succeed by offering a wide range of solutions to help employers hire, retain and manage their employees. As Hawaii's trusted leader in HR outsourcing and administration for over 25 years, our clients get access to a full service solution for their HR needs. As a high performing service organization, our people are the foundation of how we empower our clients to succeed in Hawaii.

The role of the CUSTOMER SERVICE REPRESENTATIVE is to provide support to our client's employees through inbound and outbound calls. This role will represent the ProService Hawaii brand and service expectations to ensure all interactions create positive experiences, demonstrating technical and subject matter expertise. This role will be directly responsible for providing support to our HR Service Teams by answering questions, addressing and escalating customer concerns with our services, and providing technical support with our self service products.

WHAT YOU'LL DO

• Manage a high volume of both inbound calls and outbound emails with our clients' employees to address their needs, concerns, and navigate use of our products and services.

• Problem solve incoming calls by demonstrating active listening, resourcefulness, and out-of-the box thinking to find winning solutions. Provide accurate and complete information by using the right resources.

• Demonstrate technical and subject matter expertise to support client employees with inquiries related to

  • Employee changes/updates, verifications of employment, new hire inquiries, changes to tax with-holdings
  • Plan provisions, enrollment eligibility and inquiries
  • Direct deposit changes, payroll inquiries, pay stub reprints
  • Employee self service logins
  • Access employee records and information
  • HR, Benefits, and Payroll Administration

• Appropriately escalate to various internal departments, teams, and individuals, as appropriate. Ensure all escalations are thorough and done in a timely manner.

WHAT YOU'LL BRING

• CUSTOMER FOCUS. Obsessed with client service, ensuring every interaction meets client satisfaction. Goes above and beyond to exceed customer expectations.

• ORGANIZATION/PLANNING. Plan, organize, and schedule in an efficient productive manner. Focus on key priorities. Effectively juggle multiple projects. Pays appropriate attention to detail.

• ADAPTABILITY. Adjusts quickly to change. Copes effectively with complex situations.

• STRESS MANAGEMENT. Maintains calm under pressure. Thrives in a fast paced environment. Able to effectively handle several problems or tasks at once.

• TEAM PLAYER. Reaches out to peers for help and support. Play well with others.

• FIRST IMPRESSION - Professional in demeanor. Creates favorable first impressions through appropriate voice qualities.

• VERBAL & WRITTEN COMMUNICATION - Ability to articulate complex concepts clearly, in a way for others to easily understand.

• EXPERIENCE

  • 5+ years of customer service experience with at least 2+ years in a call center environment required
  • Prior working HR knowledge a plus
  • Familiarity with SalesForce, AmazonConnect or Zendesk a plus
  • Must be available during normal business hours
  • Monday through Friday, 8am-5pm Hawaii Standard Time (HST)

WHY JOIN OUR PROHANA?

Becoming an employee of ProService is becoming part of our #PROhana. All of our employees are eligible to participate in our benefits package which includes highlights like paid paternity leave, generous paid time off, student loan repayment assistance, and affordable healthcare coverage, just to name a few. We invest in our people in many ways including training, career development and competitive compensation backed by a pay for performance philosophy.

ProService Hawaii is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, and local law.

ProService is committed to providing access, equal opportunity and reasonable accommodation. If a reasonable accommodation is needed to participate in the job application or interview process, please contact talent@proservice.com or you may call us at 808-394-8878.