Customer Advisor Supervisor

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the daily operations and management of the Customer Advisors team within the Deaf and Disabled Telecommunications Program (DDTP).

• Improve the customer support experience for California residents utilizing specialized telecommunications equipment due to disabilities.

• Lead and supervise Customer Advisors to ensure the delivery of high-quality service and adherence to state and organizational standards.

• Organize training and development sessions focused on accessible telecommunications options and equipment.

• Monitor and assess Customer Advisor performance, providing feedback and coaching as needed.

• Manage scheduling and task assignments to promote efficient operations and optimal resource utilization.

• Collaborate with the Field Operations Director and management team to align customer service activities with program objectives.

• Analyze customer interactions and service records to identify trends, address issues, and enhance customer satisfaction.

• Ensure compliance with privacy policies, information security protocols, and regulatory requirements.

• Handle escalated customer complaints and complex inquiries effectively.

• Prepare reports and presentations on team performance, challenges, and successes for senior management and stakeholders.

• Perform additional duties as assigned.

• Engage collaboratively with team members and stakeholders through phone, videophone, or text messaging.

• Travel up to 25%.

⛳️ Requirements

• Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or a related field; or equivalent professional experience.

• A minimum of three (3) years of experience leading a statewide program.

• At least five (5) years of experience supervising teams of 10 or more on projects related to statewide programs.

• Minimum of five (5) years of experience building and maintaining relationships with clients and internal and external stakeholders, effectively conveying information to executive-level audiences, ensuring client awareness of progress/service status, establishing credibility, and fostering business partnerships.

• At least three (3) years of experience working with an Enterprise Resource Planning (ERP) system such as Oracle NetSuite, Microsoft Dynamics, or Salesforce.

• Excellent writing and presentation abilities.

• Demonstrated skills, knowledge, and experience in designing and implementing communications and public relations initiatives.

• Strong project management capabilities, including analysis, planning, organization, prioritization, attention to detail, and the ability to manage multiple projects concurrently.

• Ability to assimilate strategic information and translate it into clear and concise messages for varied audiences and objectives.

• Strong listening skills and relationship-building abilities.

• Proven capacity to develop and maintain effective working relationships.

• Demonstrated ability to build national coalitions, strengthen relationships with, and influence a diverse population.

• In-depth knowledge of community support, advocacy, and employment needs of deaf and hard-of-hearing individuals.

• Strong understanding of government and community systems at local, state, and federal levels.

• Proven ability to lead a diverse group of staff both locally and statewide.

• Proficiency in Microsoft Office and ERP systems.

• Ability to communicate effectively using American Sign Language (Preferred).

• Bilingual fluency in Spanish, Korean, or Chinese (Mandarin/Cantonese) (Preferred).

• Capability to work in a virtual office environment using a computer and standard office equipment.

• May occasionally lift and/or move up to 20 pounds.

🏝️ Benefits

• Virtual office environment.

• Travel up to 25%.