Customer Service Supervisor

Customer Service Supervisor

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.

Public Storage is the nation's leading self-storage provider, recognized for its iconic orange doors and commitment to delivering simple, reliable solutions to millions of customers across the country. We are expanding our creative team to enhance our consistent and engaging visual brand presence.

Job Description

We are seeking a results-driven and customer-focused Customer Service Supervisor to support daily call center operations while driving improvements in customer experience, agent performance, and operational effectiveness. This role is ideal for a leader who combines strong people management skills with the ability to analyze call interactions, quality metrics, customer feedback, and performance data to identify trends, coach agents, and recommend process improvements.

The Customer Service Supervisor will oversee a team of customer service representatives, monitor service quality, evaluate call and survey data, and partner with leadership to implement strategies that improve customer sentiment, first contact resolution, quality assurance results, and overall team performance. The ideal candidate brings experience using contact center tools such as quality management platforms, call listening systems, dashboards, and customer survey reporting to turn insights into meaningful action.

Qualifications

Education and/or Experience: Bachelor's degree in business administration, Management, or a related field preferred; equivalent experience will be considered.

Minimum of 35 years of experience in a call center or customer service environment.

At least 2 years of supervisory, team lead, or coaching experience in a contact center setting.

Demonstrated experience analyzing call center performance data, call interactions, and customer feedback to drive service improvements.

Experience using contact center systems, quality management tools, reporting dashboards, and agent performance platforms.

Strong leadership, coaching, and team development skills.

Excellent verbal, written, and interpersonal communication skills.

Ability to analyze call recordings, quality results, survey feedback, and performance dashboards to generate actionable insights.

Strong analytical and problem-solving abilities with attention to detail.

Proficiency with call center technologies, reporting tools, and agent management systems.

Ability to balance day-to-day supervision with strategic improvement initiatives.

Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Customer-focused and results-oriented.

Analytical mindset with a continuous improvement approach.

Detail-oriented, organized, and accountable.

Adaptable and proactive in addressing operational challenges.

Collaborative and effective in working across teams and leadership levels.

Benefits

Competitive salary and performance-based bonuses

Health, dental, and vision insurance

Paid time off and holidays

Professional development opportunities

Friendly and supportive work environment

Additional Information

Base Pay Range: $60,000 - $65,000

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of our total awards approach to compensation which is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses or incentives.

Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month. Our office is located in west Glendale, near Interstate 5 and Western, just south of downtown Burbank.

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.

Sponsorship for Work Authorization is not available for this posting. Candidates must be authorized to work in the U.S. without restrictions or requiring sponsorship now or in the future. We do not provide training plans or support for F-1 OPT, STEM OPT extensions, or future visa sponsorship.