Library Customer Service Supervisor

Employment Type

Full Time

Hiring range: $26.01 to $29.72 hourly, depending on qualifications

Join our team as a Library Customer Service Supervisor, where you'll lead and support our customer service team in providing exceptional experiences for library customers. In this role, you'll oversee day-to-day operations, mentor staff, and ensure service standards are met. We're seeking a motivated individual with strong leadership skills, a commitment to excellence, and a passion for fostering positive relationships with customers.

For more details, review the full job details and requirements below.

• Crea tes the schedule for direct report s to ensure coverage of tasks and duty rotations in collaboration with other teams ; manages and develops direct report s by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation ; r ecommends new hires, promotions, salary reviews, and disciplin ary actions , including termination;
  
  ensures a collaborative team approach in accomplishing work .
• Listens to and responds to customer complaints, escalations, and complex issues ; o bserves , evaluates , and provides feedback on staff interactions with both external and internal customers .
• Recognizes and recommends process improvements to gain efficiencies; publishes and regularly reviews scripts and workflow documentation for system and business practices ; seeks out and utilizes innovative opportunities for improved practices when applicable.
• Represents the team on various Citywide , department, or division committees and teams ; pa rtners closely with relevant stakeholders to establish strong rapport and communication ; oversees the consistent application of organizational policies and procedures.

• Experience:
  
  Four years of customer service experience is required , preferably in a related setting. One or more years experience leading or supervising customer service team members is preferred.
• Education:
  
  A bachelor's degree or equivalent in a related field is required . Relevant work experience with progressively increasing responsibilities within the field or a related field may be substituted for education .
• Licenses &
  
  Certifications:
  
  Depending on the nature of the assigned work, a valid driver's license and a favorable driving record may be required .
• Language :
  Proficiency in verbal and written English language is required . Additional proficiency in Spanish and American Sign Language is preferred.