Employee Service Representative

JOIN YOUR PROHANA

Listed as one of Hawaii's Best Places to Work for over 17 years and Hawaii's Top 250 Businesses, at ProService our PROhana isn't just your co-workers, it's your community. Being a member of our PROhana means you'll be joining a team of other high performing individuals committed to and motivated by our core mission: Empowering Hawaii Employers to Succeed.

EMPLOYEE SERVICES REPRESENTATIVE

When worksite employees have questions, our small but mighty team ensures their issues are handled with care. Each day we take 150+ employee calls, often resolving 94% of employee issues within one hour or less-from platform login support and helping worksite employees access copies of their paystubs and W-2s, to answering healthcare questions and more!

You'll provide inbound callers with world class services experiences and technical support; addressing and escalating customer concerns with our products and services. You'll represent the ProService Hawaii brand, ensuring service expectations provide positive and professional interactions; while, demonstrating technical and subject matter expertise.

WHAT YOU'LL DO

• Manage a high volume of inbound calls, providing a single call resolution by demonstrating active listening and resourcefulness to provide support to the following inquiries:
  • Employee changes/updates, verifications of employment, new hire inquiries, changes to tax with-holdings.
  • Assistance with benefit plan provisions, enrollment eligibility and inquiries.
  • Direct deposit changes, payroll inquiries, pay stub reprints.
  • Providing assistance and trouble shooting with employee self service login; obtaining access to employee records and information related to HR, Benefits and Payroll records.
• Appropriately escalates to various internal departments, teams, and individuals, as appropriate. Ensure all escalations are thorough and done in a timely manner.

WHAT WE'D LIKE FOR YOU TO HAVE

• Experience
  • 4+ years of customer service experience in a client facing role is required.
  • Previous call center or HR experience is preferred.
  • Proficient in Microsoft Office and Google Suite (Gmail, Calendar, Docs)

• Passion for providing exceptional customer experiences that provide satisfaction and results that serve to the client's needs while being mindful of the operational impact to maintain expectations.
• Strong Organizational Skills. Ability to plan, organize, and schedule in an efficient productive manner.
• Effectively able to juggle multiple projects while focusing on key priorities.
• Confident in judgment and decision making.
• Ability to find new ways to innovate processes and procedures to drive better internal and external client experiences.
• Work well under pressure. Ability to juggle multiple priorities with competing deadlines.
• Ability to build cross functional relationships across departments. Always willing to lend a helping hand.
• Professional in demeanor. Create favorable first impressions through appropriate body language, eye contact, posture, voice qualities, and attire.

WHY YOU'LL LOVE PROSERVICE

• Our PROhana. Our employees and customers consistently express the best thing about ProService is our team. See for yourself and check out our Glassdoor reviews.
• A commitment to holistic well being. Generous employer contribution toward medical benefits, paid holidays
• Professional Growth & Development. We offer opportunities for continuing education and make new opportunities available internally first.
• At ProService, We Learn & We Play for Keeps. We hold ourselves to the highest standard and strive towards excellence. However, we know (from experience!) the road to excellence is paved with lessons learned and we give our PROhana the space to take on new challenges, to make mistakes and to learn from them! #LI-HYBRID