Library Customer Service Representative III

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Employment Type
Full Time

Job Summary

Hiring range: $21.75 to $24.08 hourly, depending on qualifications.

Join our team as a Library Customer Service Representative III where you'll play a pivotal role in delivering exceptional customer service our customers. As a team lead, you will oversee the daily operations of the customer service department, providing leadership, guidance, and support to ensure a seamless experience for library users. We're seeking a dedicated individual with strong leadership skills, a passion for customer satisfaction, and the ability to foster a collaborative team environment.

If you're ready to lead by example and make a meaningful impact in our library community, we encourage you to apply for this exciting opportunity.

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

The Customer Service Representative III provides front-line customer support for City services in response to customer requests in person, over the phone or online, working independently with limited direction and in support of other team members. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner.

The Customer Service Representative III is the third level in a three-level career progression of Customer Service Representative I, II, and III.

Key Responsibilities

• Provides information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online); serves as a subject matter expert on topics of varying nature across citywide services to provide effective customer service.
• Utilizes multiple computer software applications to initiate and process service requests, reporting queries and internal process audits; maintains elevated working knowledge of systems to support other customer service staff members; contributes to the creation and revisions of documented business requirements to increase efficiencies and adopt systematic solutions as appropriate; assists Customer Service business process owners with script writing techniques and review.
• Provides training on business processes to customer service staff members, supervisors, and team leaders.
• Assists Customer Service Supervisors as tier-one support for escalating customer issues; serves as a Team Lead, responsible for managing front-line staff when Customer Service Management team is unavailable.

Qualifications

Experience: At least three years of increasingly responsible administrative or customer relations experience is required. Experience in a specific specialized area of service such as library services or utility services may be required. Effective interpersonal and communication skills are required along with proficiency in Microsoft Office programs.

Education: A high school diploma or equivalent is required. Course work in business, public administration, or other related field is preferred.

Licenses &

Certifications:

None required.

Language: Proficiency in both written and verbal English is required with additional proficiency in Spanish and American Sign Language preferred.