Customer Advisor Supervisor

Communication Service for the Deaf (CSD)

. Oversee the daily operations and management of the Customer Advisors team within the Deaf and Disabled Telecommunications Program (DDTP) .

Posted 11/10/2026full-timeSacramento • California • United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and project management skills while overseeing customer support operations for individuals with disabilities. Proficient in building relationships with stakeholders and ensuring compliance with regulatory requirements.

Highest-signal resume keywords

Leadership ExperienceProject Management SkillsCustomer Relationship ManagementEnterprise Resource Planning (ERP) SystemsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementCustomer Support OperationsData AnalysisReport PreparationAmerican Sign LanguageBilingual FluencyMicrosoft Office ProficiencyTelecommunications Equipment KnowledgeRegulatory ComplianceTraining and Development

Soft Skills

Relationship BuildingListening SkillsCoaching and FeedbackProblem SolvingAttention to Detail

Tools & Technologies

Oracle NetSuiteMicrosoft DynamicsSalesforce

Industry Keywords

Deaf and Disabled Telecommunications ProgramCommunity SupportAdvocacyEmployment NeedsGovernment Systems

Tech Stack

Tools & technologies

ERPOracle

About the role

Key responsibilities & impact

Oversee the daily operations and management of the Customer Advisors team within the Deaf and Disabled Telecommunications Program (DDTP)
Enhance the effectiveness of customer support for California residents who use specialized telecommunications equipment due to disabilities
Lead and supervise Customer Advisors, ensuring high-quality service delivery and compliance with state and organizational standards
Organize training and development sessions on accessible telecommunications options and equipment
Monitor and evaluate Customer Advisor performance, providing feedback and coaching
Manage scheduling and task allocation to ensure efficient operations and optimal resource use
Coordinate with the Field Operations Director and other managers to align customer service activities with program goals
Analyze customer interaction and service records to identify trends, resolve issues, and improve customer satisfaction
Ensure adherence to privacy policies, information security protocols, and regulatory requirements
Resolve escalated customer complaints and complex inquiries
Prepare reports and presentations on team performance, challenges, and achievements for senior management and stakeholders

Requirements

What you’ll need

Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or related field; or equivalent professional experience
Minimum of three (3) years of experience leading a Statewide program
At least five (5) years of experience supervising teams of 10 people or greater on projects involving Statewide programs
Minimum of five (5) years of experience building and maintaining strong working relationships with clients and key internal and external stakeholders; conveying relevant information to an executive-level audience; ensuring client awareness of progress/service status; building credibility and fostering business-partnering relationships
Minimum of three (3) years of experience working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce)
Excellent writing and presentation skills
Demonstrated skills, knowledge and experience in the design and execution of communications and public relations activities
Strong project management skills, including analysis, planning, organization, prioritization, attention to detail, and managing multiple projects simultaneously
Ability to assimilate strategic information and convert it into clear and concise messages appropriate to different audiences and objectives
Strong listening and relationship-building skills
Ability to develop and maintain effective working relationships
Proven ability to build national coalitions, strengthen relationships with and influence a diverse population
In-depth knowledge of community support, advocacy, and employment needs of deaf and hard-of-hearing individuals
Strong understanding of government and community systems at the local, state, and federal level
Proven ability to lead a diverse group of staff, locally and statewide
Proficiency in Microsoft Office and ERP systems
Ability to communicate effectively using American Sign Language (Preferred)
Bilingual fluency in Spanish, Korean, or Chinese (Mandarin/Cantonese) (Preferred)
Ability to work in a virtual office environment using a computer and standard office equipment
Ability to occasionally lift and/or move up to 20 pounds
Ability to communicate via phone, videophone, or text messaging

Benefits

Comp & perks

Hybrid remote work arrangement
Virtual office environment
Travel up to 25%