Job Description

Russell Tobin's client is hiring a Claims Supervisor in Irwindale, CA

Employment Type: Contract

Location: Onsite - Irwindale, CA 91702

Schedule: Mon-Fri - 8am-5pm

Pay rate: $28-30/hr

Responsibilities:

• Supervise daily operations of in-person claims advisor teams at the support center.
• Ensure claims advisors provide 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 maintain service levels and meet KPIs.
• Maintain detailed documentation of team activities, customer feedback, and operational metrics.
• Ensure compliance with safety, privacy, and utility-specific policies.

Requirements:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Minimum of 2 years of supervisory experience in customer service, preferably in-person or field-based.
• Strong leadership and coaching abilities in high-stress or crisis environments.
• Excellent interpersonal, communication, and problem-solving skills.
• Experience working with vulnerable populations or in emergency response settings.
• Proficiency with digital tools such as CRM systems and document handling platforms.

Nice to have:

• Experience in utility services, insurance claims, or healthcare.
• Bilingual (Spanish or other languages) strongly preferred.
• Knowledge of trauma-informed customer service practices.

Benefits that Russell Tobin offers:

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.

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