Customer Service Supervisor

About Public Storage

Founded in 1972, Public Storage stands as the world's largest owner and operator of self-storage facilities, managing thousands of locations across the U.S. and Europe with over 170 million net rentable square feet. The company is publicly traded on the New York Stock Exchange and recognized for its iconic orange doors and reliable storage solutions. Notably, it has been acknowledged as a Great Place to Work, scoring high in career growth, work culture, diversity, and inclusion.

Role Overview

We are looking for a dedicated Customer Service Supervisor to lead our call center operations, focusing on enhancing customer satisfaction, agent performance, and operational efficiency. This position suits a leader adept at managing teams, analyzing call interactions and performance data, and instituting improvements across processes and service quality.

Key Duties

• Lead, coach, and develop a customer service team to meet performance standards and deliver outstanding service.
• Monitor call quality by reviewing recordings and evaluations to ensure consistency and identify coaching needs.
• Analyze call center metrics to detect trends, address gaps, and boost key indicators such as first contact resolution and customer satisfaction.
• Assess customer sentiment through feedback and interaction trends to alleviate pain points and suggest enhancements.
• Conduct regular coaching sessions, including individual meetings and role-playing exercises, to elevate agent skills and performance.
• Identify workflow, scripting, and service delivery improvements and assist in implementing operational changes.
• Compile and present reports with observations, analysis, and actionable recommendations to management.
• Manage escalated customer issues with professionalism and promptness.
• Collaborate cross-functionally with quality assurance, training, and operations teams to align and advance business goals.

Qualifications and Experience

• Bachelor's degree in business administration, management, or a related field preferred; equivalent experience considered.
• 3 to 5 years’ experience in customer service or call center environments.
• Minimum 2 years in a supervisory or coaching capacity within a contact center.
• Proficient in analyzing performance data, call evaluations, and customer feedback.
• Familiarity with contact center technologies such as quality management systems, dashboards, and performance reporting tools.

Skills and Attributes

• Strong leadership and team development capabilities.
• Excellent communication skills—verbal, written, and interpersonal.
• Analytical thinker with attention to detail and problem-solving skills.
• Effective organizational abilities to balance operational supervision and strategic initiatives.
• Customer-focused, detail-oriented, proactive, adaptable, and collaborative mindset.

Compensation and Benefits

• Competitive base salary ranging from $60,000 to $65,000 annually.
• Possibility of performance bonuses and discretionary incentives.
• Health, dental, and vision insurance coverage.
• Paid time off and holidays.
• Opportunities for professional growth and development.
• Supportive and friendly workplace atmosphere.

Workplace Details

• Our culture emphasizes in-person collaboration; employees are expected onsite five days per week with up to three flexible remote days monthly.
• Office location: West Glendale, near Interstate 5 and Western, just south of downtown Burbank.

Additional Information

Public Storage is an equal opportunity employer committed to diversity and inclusion. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics.

Sponsorship for work authorization is not available for this role; candidates must have unrestricted authorization to work in the U.S. No visa sponsorship or training support for F-1 OPT, STEM OPT extensions, or future visas is provided.