Edgewood Customer Service Supervisor

Customer Service Supervisor

Richland Library is seeking to hire a Customer Service Supervisor at our Edgewood location.

Sample duties include:

• Supporting the department/location manager with the training and supervision of staff and volunteers
• Working directly with customers locating, checking out, and renewing materials, placing holds, using automated library system; assisting customers (in-library and on telephone) with basic informational and directional requests
• Assisting customers with using PAC terminals, copiers, and other equipment
• Answering reference and technology questions, responding to customer requests, completing complex processes correctly, interpreting Library policies and procedures to customer and other staff members, and referring customers to professional staff for assistance as appropriate
• Using technology for a variety of tasks including communication, scheduling, creating reports and tracking data; monitoring automated functions and equipment; escalating issues to appropriate staff, as needed; maintaining current knowledge of developments in the Library technologies
• Planning, assisting with, and/or conducting programs and trainings for diverse audiences including but not limited to, story times, film showings, and technology trainings
• Supporting department/location needs, including completion of opening and closing procedures, maintaining supplies, statistics, and performing cash reconciliations, cleaning, checking and trouble-shooting equipment, scheduling and confirming meeting room reservations, and shelving materials to sustain the Library's collection
• Responding to and resolving problematic customer situations and events; enforcing the Richland Library Code of Conduct and following established guidelines
• Implementing best practice standards and assuring compliance with all guidelines, policies, and procedures
• Answering questions and interpreting and communicating general policies and procedures to customers
• Conducting searches for holds and other materials on shelves using printouts and lists
• Emptying materials return boxes, transporting materials and processing returned items
• Gathering, compiling, or submitting data for trend analysis and/or reporting
• Following organizational, County, and public health and safety guidelines and protocols and performing job functions in a safe manner; reporting all safety hazards per established policies and procedures
• Attending and participating in staff and professional group meetings; staying current on new trends and best practices
• Learning and consistently exhibiting Richland Library's brand promises in all interactions with customers and colleagues; providing outstanding customer service to all internal and external customers; successfully ascertaining and meeting the individualized needs of each customer
• May be required to work nights and weekends based on organizational responsibilities and job requirements
• May manage operations during absence of higher-level staff

Minimum requirements include a high school diploma or GED supplemented by four (4) years of related experience, including experience as a lead-worker or demonstrated ability to lead the work of others; or an equivalent combination of education, certification, training, and/or experience.

Location, salary, and hours:

Where:
Richland Library Edgewood, 2101 Oak Street, Columbia, SC 29204

Salary: $34,125-$41,000 yearly, plus excellent benefits.

Hours:

37.5 hours per week, including evening and rotating weekend hours.

Week A:
Monday
- Wednesday 9:00 am - 5:30 pm, Thursday 12:00 pm - 8:00 pm, Friday - OFF, Saturday 9:00 am - 6:00 pm

Week B:
Monday
- Wednesday 9:00 am - 5:30 pm, Thursday 12:00 pm - 8:00 pm, Friday 9:00 am - 6:00 pm, Saturday - OFF

Job role & level: A4;
Pay grade & salary band: 4; FLSA status:
Non-Exempt

Deadline:
Open until filled. Applicants will be notified by email once the position is filled. No phone calls and/or in person inquiries regarding status of applications. Applicants selected for interview will be contacted by phone. All other applicants will be notified via email when position is filled.

Why the Richland Library?

Richland Library is a vibrant, contemporary organization that provides resources and information that advance the Midlands. Offering state-of-the-art technology, a great variety of literary and cultural programs and 12 bustling facilities located throughout the county, Richland Library offers a truly customized, modern library experience for residents and visitors alike.

The Richland Library is an award-winning, forward-thinking public library system because of our exceptional, diverse staff, who are passionate about serving our community. Be a part of our team and help us to continue to fulfill our mission to help our customers learn, create and share.

We are guided by our shared Vision: "to enhance the quality of life for our entire community"; and by strategic objectives including advancing our community, having an engaged staff who make a significant positive difference,…