Customer Service Supervisor

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we’re also one of the largest landlords.

We’ve been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We’re a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Job Description

Job Summary: We are seeking a dedicated and experienced Customer Service Supervisor to support our call center operations. The ideal candidate will have a strong background in partnering with Business Process Outsourcing (BPO) management and using contact center tools, including Quality Management platform, survey scores, call listening, to improve customer sentiment and first contact resolution This role involves supervising a team of customer service representatives, ensuring high-quality service delivery, and optimizing call center processes. 

Key Responsibilities: 

• Team Supervision: Lead, mentor, and manage a team of customer service representatives to achieve performance targets and maintain high levels of customer satisfaction.
• BPO Support: Assist as back up for the manager to support the BPO partnership, when needed.
• Call Analysis: Utilize call analysis tools and techniques to monitor and evaluate call quality, identify trends, and suggest improvements.
• Training and Development: Conduct one on ones, role plays and training sessions to enhance the skills and knowledge of the customer service team.
• Performance Monitoring: Utilize all necessary tools to track and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
• Customer Feedback: Gather and analyze customer feedback survey data to identify agent gaps and provide feedback to management to find ways to improve training and agent inconsistencies.
• Collect agent feedback: Gather and analyze agent feedback on systems and customer sentiment and provide data to the management team with constancy to find solutions and resolutions for a better customer experience.
• Problem Resolution: Handle escalated customer issues and complaints who require a supervisor call back, ensuring timely and effective resolution.
• Process Improvement: Implement process improvements delivered by management to enhance efficiency and effectiveness of call center operations.

Qualifications

Education and/or Experience: A bachelor’s degree in business administration, management, or a related field, AND/OR a minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory role preferred. Partnering with BPO teams and proven ability to drive and motivate teams is a strong plus. 

Skills: 

• Strong leadership and team management skills preferred.
• Excellent communication and interpersonal skills.
• Proficiency in call analysis tools and techniques.
• Ability to review dashboards and observations and generate actionable insights.
• Proactive problem-solving skills.
• Experience using call center systems and agent management tools

Attributes: 

• Customer-focused mindset.
• Ability to work in a fast-paced environment.
• Detail-oriented and organized.
• Adaptable and proactive.

Additional Information

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

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