Claims Customer Service Supervisor

Claims Customer Service Supervisor Location: Irwindale, CA Pay: $28.50 to $30.80 per hour (W2) Employment Type: Part‑time Position Summary Russell Tobin is seeking a dedicated and experienced Customer Service Supervisor for our utility’s client, to lead a team of claims advisors providing in‑person support to customers impacted by wildfires. This role is critical in ensuring compassionate, efficient, and accurate service delivery during a high‑volume claims intake period. Day‑to‑Day Responsibilities Supervise daily operations of in‑person claims advisor teams at the designated support center. Ensure advisors deliver empathetic, accurate, and timely assistance to wildfire‑affected customers. Monitor team performance, customer interactions, and adherence to claims intake protocols. Provide coaching, real‑time support, and conflict resolution for front‑line staff. Escalate complex or sensitive customer issues to appropriate internal teams. Collaborate with program leadership to meet KPIs and service level agreements. Maintain accurate documentation of team activities, customer feedback, and operational metrics. Ensure compliance with safety, privacy, and utility‑specific policies. Required Qualifications High school diploma or equivalent (Associate’s or Bachelor’s degree preferred). Minimum 2 years of supervisory experience in customer service, preferably in‑person or field‑based. Strong leadership and coaching skills, especially in high‑stress or crisis environments. Excellent interpersonal and communication skills. Experience working with vulnerable populations or in emergency response settings. Proficiency in basic digital tools (CRM systems, document handling platforms). Background in utility services, insurance claims, or healthcare. Desired Skills Bilingual (Spanish or other languages) a plus. Familiarity with trauma‑informed customer service practices. Benefits Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. Russell Tobin is a leading minority‑owned professional and technical recruitment and staffing advisory organization. #J-18808-Ljbffr Russell Tobin