Customer Services Manager Main Library Circulation

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Full Time Columbus, OH, US

Job Title: Customer Services Manager (40 hrs./Exempt/Full-time)
Location:Main Library - Circulation
Starting Pay Range:$54,163.20 - $72,758.40 (commensurate with experience)
Note:For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy

Our Commitment to Diversity

Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

As a Customer Services Manager, under general guidance of the location manager, you will be responsible for leading and supervising various library staff to guide and support customer service, materials handling and day-to-day operations at a library location.

• Monday-Thursday - combination of mornings, afternoons, evenings, including:
  • Monday - closing shift - 12pm-9pm
• Alternating Friday/Saturday: 9am-6pm
• 1 in 5 Sundays: 12pm-5pm

• Leads multiple staff in the areas of customer service, accounts, security, information/technology assistance and materials/money handling to guide and support day-to-day operations.
• Management responsibilities include hiring, orienting, coaching, managing and developing assigned team members.
• Interprets policies and procedures, resolves disputes and assists with problem solving at local and system level.
• Regularly assumes responsibility for all aspects of building operations as the manager on site.
• Trains staff to perform job duties and tasks in the context of established policies, procedures and service expectations and in support of library strategies.
• Sets and communicates performance and service standards for assigned staff and holds them accountable
• Assists with developing location goals and objectives to enhance operations and customer service and, along with other location managers, is responsible for their execution
• In coordination with the location manager, interacts with leadership, other departments and external partners on projects or issues impacting the location.
• Organizes and schedules team and its activities to deliver a high level of customer service. .
• Supervises volunteers as assigned.
• Provides direct customer service and leads by example in the delivery of services and interactions with customers.
• Coordinates, initiates and approves paperwork and documentation to ensure proper fiscal and regulatory control and…