Customer Advisor Team Lead — Accessibility Program

CSD; California, Northern (MO, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

CSD seeks a Customer Advisor Supervisor to oversee the daily operations of the Customer Advisors team within the Deaf and Disabled Telecommunications Program in California. You will lead a statewide, remote team, ensure privacy, security, and regulatory compliance, and drive service quality through coaching and performance reviews.

Key duties include organizing training, scheduling, reporting team performance to senior management, and coordinating with Field Operations to align customer service

Qualifications

• Bachelor’s degree in Social Sciences, Public Relations, or related field or equivalent experience.
• Minimum 3 years leading a statewide program.
• At least 5 years supervising teams of 10+ on statewide projects.
• Minimum 5 years building relationships with clients and stakeholders; reporting progress to executives.
• Minimum 3 years with an ERP system (Oracle NetSuite, MS Dynamics, Salesforce).
• Ability to communicate effectively using American Sign Language (preferred).

Responsibilities

• Lead and supervise the team of Customer Advisors, ensuring high-quality service delivery.
• Organize training and development sessions to enhance skills and knowledge of accessible telecommunications options and equipment.
• Monitor and evaluate performance, providing feedback and coaching to improve outcomes.
• Manage scheduling and allocation of tasks among Customer Advisors.
• Coordinate with the Field Operations Director and other managerial staff.
• Analyze customer interactions and service records to identify trends and improve satisfaction.
• Ensure adherence to privacy policy, information security, and regulatory requirements.
• Address escalated complaints and complex inquiries.
• Prepare reports and presentations on team performance for senior management.
• Other duties as assigned

Skills

Writing

Public relations

Project mgmt

Strategic comms

Relationship building

Deaf community knowledge

Govt systems knowledge

Leadership

MS Office

Salesforce

ERP systems

Education

Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or related field

Equivalent professional experience

Tools

Salesforce

Microsoft Dynamics

Oracle NetSuite

Job description

CSD seeks a Customer Advisor Supervisor to oversee the daily operations of the Customer Advisors team within the Deaf and Disabled Telecommunications Program in California. You will lead a statewide, remote team, ensure privacy, security, and regulatory compliance, and drive service quality through coaching and performance reviews.

Key duties include organizing training, scheduling, reporting team performance to senior management, and coordinating with Field Operations to align customer service