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Public Storage · 16 hours ago

Customer Service Lead Supervisor

Glendale, CA

Full-time

Onsite

Mid, Senior Level

$60K/yr - $85K/yr

5+ years exp

Public Storage is the largest owner and operator of self-storage facilities in the world, recognized for its positive work culture and career growth opportunities. The Customer Service Lead Supervisor will oversee multiple customer service teams, act as a point of escalation for complex inquiries, and lead strategic projects to enhance service quality and operational efficiency.

Property ManagementReal EstateReal Estate Investment

No H1B

U.S. Citizen Only

Responsibilities

Oversee multiple customer service teams and provide guidance and mentorship to Supervisors, ensuring effective leadership and alignment with organizational goals

Act as the highest point of escalation for complex inquiries from associates, field employees, corporate offices, and senior executives

Own and manage critical programs such as BBB and Dispute Resolution, ensuring compliance and timely resolution

Prepare and interpret reports on productivity, quality assurance, and KPIs; present insights and recommendations to senior management

Lead strategic, cross-functional projects and continuous improvement initiatives by partnering with stakeholders across departments to identify inefficiencies, conduct root cause analysis, implement enhancements, and drive organizational impact

Provide updates to management on department performance and progress of strategic initiatives

Conduct routine reviews of email and call interactions to maintain service quality and consistency across teams

Identify training gaps and provide feedback to Supervisors and associates

Monitor call and email volumes, partnering with scheduling to allocate resources effectively

Assist in troubleshooting technical issues related to phone systems, connectivity, and equipment

Ensure timely and effective resolution of escalated customer concerns

Promote a customer-centric culture and foster engagement across all levels of the department

Qualification

People managementCustomer service best practicesAnalytical skillsCommunication skillsTime managementMotivational leadershipMultitaskingProblem-solving

Required

Minimum 5-7 years of progressive people-management experience, supervising a minimum of 30 direct reports across multiple shifts, with accountability for hiring, goal setting, coaching, performance reviews, workload planning, feedback, employee development, scheduling, timekeeping, and safety compliance

Extensive experience managing teams across multiple communication channels (Voice, Email)

Deep understanding of business operations and customer service best practices

Strong written and verbal communication skills, with the ability to influence across all levels

Proven analytical and problem-solving skills, with the ability to identify trends and recommend solutions

Demonstrated ability to make operational decisions and drive departmental KPIs

Excellent time management and multitasking abilities

Motivational leadership style focused on fostering a customer-centric environment