Customer Experience Manager

University of Colorado Denver- Auraria Library

Denver, Colorado

Application Deadline

Open Until Filled

Wages

$50,000.00 to $55,000.00 per Year   Calculate

Location

Denver, CO

Hours

40.00

MLS

Preferred

Minimum Education

Bachelor's Degree

Library Experience

Not Specified

Supervisory Experience

Not Specified

Type of Library

Academic

This job is more than 3 weeks old or the application deadline has passed.

Job Description

The University of Colorado Denver’s Auraria Library seeks a user-focused Customer Experience Manager to lead its Ask Us team. The Ask Us desk is the information hub for users of the Auraria Library. The Ask Us team provides information assistance, circulation, and wayfinding help for users. The Customer Experience Manager will take a leadership role in serving Library users with disabilities and will chair a campus wide accessibility committee. This position will also facilitate trainings for Library employees in assistive technologies. The ideal candidate will have a strong background in performance management, training, and customer service.

  • Manages the daily operations of the Ask Us Desk, the main customer service point of the Auraria Library. Coordinates the work of Ask Us staff and provides direct patron service.
  • Supervises and evaluates two full time employees who lead a team of 12-18 student employees. Fosters a sense of team accomplishment centered around service to the campus.
  • Conducts quantitative and qualitative assessment of library customer service, such as user surveys and time studies, providing meaningful summaries of the results and making indicated changes.  
  • Leads organizational efforts in serving library users with disabilities. Provides individual and group training for student employees, faculty, and staff in using assistive software and hardware available in the library. Provides individual consulting and troubleshooting to library users who need assistance in using specialized software and hardware.  

Compensation: Low to mid $50,000's commensurate with education and experience.

Benefits: For a benefits overview, visit https://www.cu.edu/employee-services/benefits

Application Deadline: This position is open until filled. For full consideration, apply by August 21, 2016.

Start Date: As soon after screening as possible.

Minimum Qualifications:

  • Bachelor’s degree in business administration, public administration, hospitality, communications, human services, social sciences, humanities, library science, or a related discipline.

       *Substitution: A master’s degree in business administration, public administration, hospitality, communications, human services, social sciences, humanities,          library science, or a related discipline may substitute for a bachelor’s degree requirement

  • 3 years of experience in customer service.
  • 2 years of supervisory experience. 

Application Instructions and Full Job Posting: To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=06125.

The Community

The University of Colorado Denver’s Auraria Library is located on the Auraria Campus in downtown Denver, Colorado. The Library serves 45,000 students from three institutions of higher education on the Auraria Campus – University of Colorado Denver, Metropolitan State University of Denver, and Community College of Denver. The Library welcomes over 900,000 visitors each year. The Auraria Library is undergoing an exciting $25 million renovation to share a truly 21st century research, learning, and collaboration space with our constituents.

HR Info

aurarialibrary.hr@ucdenver.edu 

Application Instructions and Full Job Posting: To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=06125

Posted Aug 8, 2016