Customer Service Supervisor - Jerry Falwell Library

Working independently and exercising excellent judgment and discretion, the principal role of the Customer Service Supervisor is to ensure that patrons of the Jerry Falwell Library have an excellent customer service experience. This position directly supervises the nine Customer Service Specialist I (CSSI) positions of the Learning Commons department and is expected to create and manage the schedule for all CSSIs and Customer Service Assistant positions on a weekly basis.

The Customer Service Supervisor will design and provide training for all matters relating to customer service expectations and the department manual. In order to ensure customer access to library print collections, this position is responsible for maintaining the presentation of library resources in the book tower and robotic system. The position is directly responsible for the maintenance of supply inventory, the department’s lost/found, locker upkeep and policy enforcement, the execution of personnel evaluations for CSSIs, and the completion of employee onboarding/out boarding procedures.

The Customer Service Supervisor is expected to serve as a shift supervisor as scheduling gaps require, including some nights and weekends. As such, the position aids in the process of providing information assistance to customers with circulation, research, directional, and technology inquiries and needs. The position is responsible for opening and closing the building and managing the Learning Commons areas, including the group study rooms, during all operating hours.

The Customer Service Supervisor is expected to demonstrate calmness, adept critical thinking, and excellent judgment in enacting an Emergency Response Plan on an as-needed basis. Frequent decision making and problem solving are necessary to ensure that a high-quality customer experience is maintained, especially in mitigating conflicts with customers. This is a supervisory position that reports to the Learning Commons Coordinator.
** Essential Functions and Responsibilities
** 1. Supervises, trains, and evaluates the CSSI position in all matters related to customer service expectations and the department manual.
2. Writes, publishes, and manages schedules for all department student employees and CSSIs.
3. Implements an ongoing plan for ensuring the book stacks, lockers, and lost/found are easily accessed and used by customers.
4. Assists in the completion of the administrative duties of the department, including the completion of new hire paperwork, implementing new hire/termination procedures, maintaining employee records, and writing/giving evaluations.
5. Provides shift supervision and oversight of the building, spaces, and emergency response implementation during nights and weekends, according to staffing needs and the library’s 100 hours of operation.
6. Synthesizes streams of data for assessment; instructs and does what is needed to maintain an organized environment conducive to research, study, and scholarship.
7. Demonstrates the ability to work in and with diverse populations, supporting an equitable and inclusive environment.
8. Remains abreast of existing and emerging technologies, processes, products, services and leading industry performance benchmarks.
9. Works effectively as a team member, embracing and fostering LU’s mission.
** Supervisory Responsibilities
** This position is responsible for up to a dozen staff on duty at a time, but the position is responsible for training ~50 student employees and staff. The Customer Service Supervisor is expected to model, give feedback, mentor, and instruct in departmental procedures. Supervising duties entail encouraging and correcting behaviors through the completion of employee evaluations, Disciplinary Action Forms,…