Customer Advisor Supervisor

The Customer Advisor Supervisor is responsible for overseeing the daily operations and management of the Customer Advisors team within the Deaf and Disabled Telecommunications Program (DDTP). This role focuses on enhancing the effectiveness of customer support provided to California residents who utilize specialized telecommunication equipment due to disabilities. 

Essential Functions 

• Lead and supervise the team of Customer Advisors, ensuring high-quality service delivery and compliance with state and organizational standards. 
• Organize training and development sessions to enhance the customer advisors' skills and knowledge of accessible telecommunications options and equipment. 
• Monitor and evaluate the performance of Customer Advisors, providing feedback and coaching to improve service outcomes. 
• Manage the scheduling and allocation of tasks among Customer Advisors to ensure efficient operation and optimal use of resources. 
• Coordinate closely with the Field Operations Director and other managerial staff to align customer service activities with broader program goals. 
• Analyze customer interaction and service records to identify trends, resolve issues, and improve customer satisfaction. 
• Ensure all team members adhere to the program's privacy policy, information security protocols, and other regulatory requirements. 
• Addresses and resolves escalated customer complaints and complex inquiries to maintain high customer service standards. 
• Prepare reports and presentations on team performance, challenges, and achievements for senior management and stakeholders. 
• Other duties as assigned 

Knowledge, Skills and Abilities 

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:? 

• Excellent writing and presentation skills. Demonstrated skills, knowledge and experience in the design and execution of communications and public relations activities 
• Strong project management skills, including analysis, planning, organization, prioritization, and attention to detail and the ability to manage multiple projects simultaneously 
• Ability to assimilate strategic information and convert it into clear and concise messages appropriate to different audiences and objectives. Strong listening and relationship-building skills 
• Ability to develop and maintain effective working relationships; Proven ability to build national coalitions, strengthen relationships with and influence a diverse population 
• In-depth knowledge of the community support, advocacy and employment needs of deaf and hard-of-hearing individuals 
• Strong understanding of government and community systems at the local, state and federal level 
• Proven ability to lead a diverse group of staff, locally and statewide. 
• Proficiency in Microsoft Office and Enterprise Resource Planning (ERP) systems (e.g., Salesforce, Microsoft Dynamics).  

Qualifications 

• Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or related field; or equivalent professional experience 
• A minimum of three (3) years of experience leading a Statewide program.   
• At least five (3) years of experience supervising teams of 10 people or greater on projects involving Statewide programs.  
• A minimum of five (5) years of experience building and maintaining strong working relationships with clients and key internal and external stakeholders; conveying relevant information to an executive-level audience, and ensuring the client is aware of progress/service status and building credibility and fostering business-partnering relationships.  
• A minimum of three (3) years of experience working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce, etc.)  
• Ability to communicate effectively using American Sign Language (Preferred) 
• Bilingual Fluency (Spanish, Korean, Chinese (Mandarin/Cantonese)) (Preferred) 

Work Environment / Physical Requirements 

This position is largely self-directed and requires understanding and compliance with company policies, procedures, and values. The position works in a virtual office environment utilizing a computer and standard office equipment. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and stakeholders and communicate via phone, videophone, or text messaging. The employee may be required to occasionally lift and/or move up to 20 pounds. The position may require travel up to 25%