Customer Service Lead Supervisor
The Customer Service Lead Supervisor at Public Storage is responsible for overseeing multiple customer service teams, providing guidance and mentorship to supervisors to ensure effective leadership and alignment with organizational goals. This role serves as the highest point of escalation for complex inquiries from associates, field employees, corporate offices, and senior executives. Public Storage, established in 1972, has grown to become the largest owner and operator of self-storage facilities worldwide, with thousands of locations across the U.S. and Europe.
Key responsibilities include managing critical programs such as BBB and Dispute Resolution, ensuring compliance and timely resolution. The supervisor prepares and interprets reports on productivity, quality assurance, and key performance indicators, presenting insights and recommendations to senior management. Additionally, the role involves leading strategic, cross-functional projects and continuous improvement initiatives by partnering with stakeholders across departments to identify inefficiencies, conduct root cause analysis, implement enhancements, and drive organizational impact.
Candidates should have a minimum of 5-7 years of progressive people-management experience, supervising at least 30 direct reports across multiple shifts. Extensive experience managing teams across multiple communication channels (voice, email) is essential. A deep understanding of business operations and customer service best practices, along with strong written and verbal communication skills, is required. Proven analytical and problem-solving abilities, excellent time management, and a motivational leadership style focused on fostering a customer-centric environment are also necessary.
The base pay range for this position is $60,000 to $85,000 annually. Compensation may vary outside of this range depending on factors such as qualifications, skills, competencies, experience, and location. In addition to base pay, this role may be eligible for discretionary bonuses or incentives.
Public Storage has been recognized as a Great Place to Work by the Great Place to Work Institute. Employees have also voted the company as having Best Career Growth, ranking it in the Top 5% for Work Culture and in the Top 10% for Diversity and Inclusion. Joining Public Storage offers opportunities for professional development and growth within a supportive and inclusive work environment.