Customer Service Supervisor

Base pay range

$28.00/yr - $31.00/yr

We are seeking a dedicated and experienced Supervisor to lead a team of claims advisors with providing in-person support to customers impacted by wildfires. This role is critical in ensuring compassionate, efficient, and accurate service delivery during a high-volume claims intake period.

Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures.

A. High School Diploma or Equivalent

• Supervise daily operations of in-person claims advisor teams at the designated support center.
• Ensure claims advisors provide empathetic, accurate, and timely assistance to wildfire-affected customers.
• Monitor team performance, customer interactions, and adherence to claims intake protocols.
• Provide coaching, real-time support, and conflict resolution for front-line staff.
• Escalate complex or sensitive customer issues to appropriate internal teams.
• Collaborate with program leadership to ensure service levels meet KPIs.
• Maintain accurate documentation of team activities, customer feedback, and operational metrics.
• Ensure compliance with safety, privacy, and utility‑specific policies.

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Minimum 2 years of supervisory experience in customer service, preferably in-person or field‑based.
• Strong leadership and coaching skills, especially in high‑stress or crisis environments.
• Excellent interpersonal and communication skills.
• Experience working with vulnerable populations or in emergency response settings.
• Proficiency in basic digital tools (e.g., CRM systems, document handling platforms).
• Experience in utility services, insurance claims, or healthcare.

• Bilingual (Spanish or other languages) a plus.
• Familiarity with trauma‑informed customer service practices.

• Entry level

• Contract

• Administrative

• Utilities, Insurance, and Hospitals and Health Care