Hybrid: Customer Advisors Supervisor for Accessible Telecom

CSD; Sacramento (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

CSD in Sacramento, California, is seeking a Customer Advisor Supervisor to oversee the daily operations of the Deaf and Disabled Telecommunications Program (DDTP) Customer Advisors team. This hybrid remote position focuses on delivering accessible telecommunications support to California residents and ensuring regulatory compliance.

You will lead training, monitor performance, manage schedules, and collaborate with senior staff to align activities with program goals.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 3+ years leading statewide programs.
• 3+ years supervising teams of 10+ on statewide projects.
• 5+ years building relationships with clients and stakeholders.
• 3+ years working with ERP systems (e.g., Oracle NetSuite, MS Dynamics, Salesforce).
• ASL communication ability preferred.

Responsibilities

• Lead and supervise the Customer Advisors team, ensuring high-quality service and compliance with standards.
• Organize training to enhance skills and knowledge of accessibility options and equipment.
• Monitor performance, provide coaching, and improve service outcomes.
• Schedule tasks and allocate resources for efficient operation.
• Coordinate with Field Operations Director to align activities with program goals.
• Analyze service data to identify trends and improve customer satisfaction.
• Ensure adherence to privacy, information security, and regulatory requirements.
• Address escalated complaints and complex inquiries.
• Prepare reports and presentations on team performance for senior management.

Skills

Writing and presentation

Project management

Strategic communication

Relationship building

Government and community systems

MS Office / ERP systems

Education

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

Tools

Salesforce

Microsoft Dynamics

Oracle NetSuite

Job description

CSD in Sacramento, California, is seeking a Customer Advisor Supervisor to oversee the daily operations of the Deaf and Disabled Telecommunications Program (DDTP) Customer Advisors team. This hybrid remote position focuses on delivering accessible telecommunications support to California residents and ensuring regulatory compliance.

You will lead training, monitor performance, manage schedules, and collaborate with senior staff to align activities with program goals.