Job Description: We are seeking a dedicated and compassionate individual to join our team as a Customer Service Supervisor for the Oregon Labor Day Wildfires Disaster Recovery Hotline. In this role, you will oversee and support a team of Customer Service Representatives responsible for assisting applicants with questions related to applying for financial assistance in rebuilding after the devastating wildfires. Key Responsibilities Include: Provide effective supervision, guidance, and mentorship to a team of Customer Service Representatives, ensuring their professional development and adherence to service standards. Offer constructive feedback and implement necessary corrective actions to enhance team performance, efficiency, and quality of service delivery. Regularly monitor and assess team performance metrics to identify areas for improvement and success. Conduct performance evaluations, providing feedback, recognition, and support to foster continuous improvement. Facilitate regular team meetings to disseminate updates, review procedures, and address any concerns or challenges. Act as a liaison between frontline staff and management, ensuring effective communication and resolution of issues. Serve as a point of escalation for complex applicant inquiries or issues, collaborating with team members to devise effective solutions and ensure exceptional customer satisfaction. Maintain accurate records of team performance metrics, trends, and outcomes. Generate regular reports for management, highlighting key insights and areas for improvement. Ensure adherence to company policies, procedures, and regulatory guidelines. Foster a culture of compliance and professionalism within the team. Provide operational support by handling incoming phone calls, responding to emails, or SMS messages as needed, to maintain service levels and support team members during peak periods. Requirements: High school diploma or equivalent required. 1 year proven experience in a supervisory or leadership role, preferably in a customer service environment. Preferred: Strong interpersonal skills with the ability to motivate and inspire team members. Excellent communication skills, both verbal and written. Proficiency in computer usage and navigation. Ability to handle multiple priorities and thrive in a fast-paced environment. Flexibility to work occasional evenings or weekends as needed. college degree or equivalent experience preferred. Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is: $39,908.00 - $67,844.00 Arizona Remote Office (AZ99) Need help? We're here: ICFCareerCenter@icf.com About ICF ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.