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      Proservice Hawaii

      Engaged Employer

      Proservice Hawaii reviews

      Read the reviews before you accept a job - Anonymous employee Proservice Hawaii Employee Review

      1.0
      Jul 7, 2021
      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      Excellent employees who will always support you even if they are drowning in work and also completely unsatisfied with the organization.

      Cons

      The leadership in this organization has insanely high turnover. Not just that, but all departments are losing employees at record speeds, and that is a testament to the organization when you are in the midst of a global pandemic and economic collapse and you are experiencing 6+ voluntary terminations per month. FFL Partners acquired PSH in 2017 and is the private equity investor who acts as the board of directors for the company. Essentially everything that is done within the company is "blamed" on FFL to take the heat off Ben (CEO). ProService started offering services on iSolved without having any plan laid out and essentially building out the processes and systems as they went, which caused a lot of dissatisfaction with clients that was ultimately blamed on the iSolved teams instead of the lack of preparation for this transition. Clients aren't paying to do self-service on a third party software. They are paying for the service that was promised to them. Somehow this concept was completely lost on leadership. Huge push for employees to vote for PSH as a Best Place to Work even though the large majority of employees are really unhappy. Your team and coworkers are the main reason you stay, and the leadership/management are so disconnected. It's no secret that Hawaii companies severely underpay their employees, with that being said - PSH takes this to a whole new level. During the pandemic performance reviews and merit promotions were not even discussed. Then when they finally gave "raises", it was so measly it didn't even keep up with the rate of inflation. So this is an issue two fold - 1: no performance feedback for 1+ year & 2: staying inline with underpaying employees. And to give more color to the depth of how underpaid you are: my next position doing the exact same work at the same skill level paid $30K more annually. If you live in Hawaii, take my advice and look for a remote position on the mainland because your work life balance will be much better, your time will be valued, and your paycheck will be equitable.

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      Proservice Hawaii Response
      5y
      Thank you for your feedback. This feedback was painful to read, and isn't all true, but the underlying frustration and pain that you experienced is real, and I'm deeply sorry for it. The pandemic driven shutdown and change to Hawaii, and to our business, affected all of us in ways we couldn't imagine just 18 months ago. We did amazing work for our clients and supported them with incredible service throughout the pandemic, from the March shutdowns through the recent surges of reopening and ERC. This work to support our clients and their 40,000 employees has been incredibly intense. It was like doing a sprint, but it lasted 15 months. The toll on all of us was hard, and one area that suffered was our ability to "see" and address some challenges that have come up for our people in a few of our service teams. I agree with the feedback provided - we missed on hearing some employee feedback and acting fast enough on it. Pre covid we would have heard and seen this in the office, and we missed. We are now working on ways to improve this as we continue to adapt and learn in this remote / hybrid work world. We are intensely focused on working with our people on these challenges now. To address a few of the other issues raised, ProService has always had investors that have helped the company grow and succeed. This is why ProService has been one of the most successful companies in Hawaii, growing over 10 fold in the past 15 years. We are lucky to have great, supportive long term investors who help us drive innovation to serve our clients. They make us better and supported us in the pandemic when we offered clients rebates and invested heavily in ramping services for our SMB clients during their time of crisis. This is why we are now significantly larger in staff than pre-pandemic, and these were great things we achieved for our clients during the pandemic. The execution miss in supporting some of our employees was purely an execution miss that me (Ben) and our executive team are responsible for and which we are committed to fixing. As for some stats, during the pandemic we had extremely low voluntary turnover, and as the pandemic has eased, our voluntary turnover has actually been 10% lower than national benchmarks. This year, over 25% of our new hires are referred by current employees and we have had more ProService alumni (ex-employees) return in 2021 than in any prior year. In addition, we don't provide self service technology and that's not our offering. We provide a technology enabled service, and our business approach is to rapidly bring to market solutions that support the needs of our clients, get feedback from clients and employees, and continuously improve based off this feedback. This speed to market brings change and opportunity for our staff, which are opportunities to learn and grow, and deliver what our clients want and need. This is why we have been so successful in the long term and why we were so successful this year and last supporting clients with the many special programs, like PPP, ERC and the pandemic rebates, and why we have had such a special, high performing culture where people can learn, be challenged, and grow. Lastly, with regards to pay, ProService has a long history of giving employees opportunities to grow and having employees who seize that opportunity grow their pay at above market rates. This year was no exception and our average raise was well above inflation, with high performers receiving even larger raises. I truly wish you the best as you continue your career. I am sorry for your frustration and that we failed you at the end of your time with us. I hope that with time you'll look back and see positives from your experience here. -Ben Godsey, President and CEO

      Explore other reviews about Proservice Hawaii

      5.0
      Apr 19, 2026
      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      Great teams, communicative and friendly

      Cons

      None I can think of

      2.0
      Apr 27, 2026
      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      -Competitive compensation relative to similar roles -Parental leave exists and can be strong if tenure requirements are met, though the structure has limitations -Exposure to payroll operations and client-facing experience -Opportunity to develop skills in managing multiple priorities and client communication

      Cons

      -The company promotes a “ProHana” (work family) culture, but this is not consistently reflected in practice—especially for fully remote employees, who often feel disconnected and not treated as part of the organization -Parental leave is structured in a way that limits accessibility: --Full pay requires longer tenure --Partial pay for shorter-tenure employees --Many return early (6–8 weeks) due to financial constraints --Full paid leave eligibility is limited to every other year -Training does not match job expectations: --Formal training is limited or inconsistently accessible --Key areas (onboarding, terminations, benefits, retirement, workers’ comp, PTO, GL setup) are not fully covered --Employees are often expected to self-learn or escalate rather than understand processes -The role requires broad cross-department knowledge to meet “first call resolution” expectations, but without sufficient training to support that expectation -No clear, stable job description — performance is based on a “scorecard” with KPIs that: --Change frequently (often quarterly) --Sometimes extend beyond core job responsibilities --Can be applied inconsistently -Work is highly dependent on multiple departments, which slows turnaround time; however, Payroll is still held accountable for outcomes -Workloads are not balanced for coverage: --Employees manage full workloads --Expected to cover for others on PTO/sick leave --Makes it difficult to fully complete responsibilities -Client management expectations lack leadership support: --Employees are expected to handle difficult client conversations --Limited active involvement from management to reinforce boundaries --Support is often informal rather than action-oriented -Gaps in HR policy knowledge within the departments can create risk for employees who rely solely on internal guidance -Leadership structure is heavily layered, with many managers promoted internally without formal training, leading to inconsistency and micromanagement

      5
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      Proservice Hawaii Response
      1mo
      Mahalo for taking the time to share your experience in such detail. Feedback like this — specific, constructive, and clearly rooted in wanting better — is exactly what helps us grow. The concerns you've raised touch on several areas we're actively focused on: ensuring our training programs reflect the full scope of what our roles require, building more stability and consistency into performance expectations, improving cross-department coordination, and making sure our ProHana culture is something remote employees experience meaningfully — not just see in our branding. We also hear your feedback on leadership development and the importance of formal training for managers and supervisors. Building strong, consistent leadership is foundational to everything else we're trying to improve. We take seriously the responsibility to ensure our people are supported, equipped, and treated fairly at every level of the organization. We encourage you to reach out to our People Team directly if there are specific matters you'd like reviewed. We're grateful for your honesty and for your continued dedication to this work.
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