Claims Customer Service Supervisor

Claims Customer Service Supervisor

Location: Irwindale, CA

Pay: $28.50 to $30.80 per hour (W2)

Employment Type: Part‑time

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.

• 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.

• 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.

• Bilingual (Spanish or other languages) a plus.
• Familiarity with trauma‑informed customer service practices.

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.