Job Description
Job Overview:
The Customer Service Manager is responsible for overseeing the Customer Service Departments. The role will ensure that the Customer Service Department provides excellent customer service to all library patrons. The Customer Service Manager supervises the Customer Supervisors and Customer Service Leads, reports directly to the Library Director, and is a member of the leadership team
Essential Functions:
Management (40%)Perform all management duties including day-to-day supervision of customer service employees and volunteers. Interview applicants, schedule, train, assign tasks, and assess performance. Establish, communicate, and uphold all policies and procedures. Assist with strategic planning, implementation of projects, and reporting.
Customer Experience (40%) Ensure employees and volunteers carry out all job duties and provide excellent customer service to all who use library services whether in person, online or by phone. Effectively handle escalated customer concerns. Attend to the user experience, designing circulation policies and procedures to provide an exemplary experience for all.
Operations (10%)Oversee staff to ensure the Library is neat and orderly and library items are checked out, checked in, and placed back on library shelves routinely. Process customer hold requests for materials and ensure overdue payment decisions reflect the expected practice of library procedures.
Community (10%) Contribute to the Library’s positive public image by building connections and collaborations in the community, attending public meetings, and assisting in communications and decisions that may impact donor support..
Autonomy:
Defines guidelines and results to be achieved within the Customer Service Departments. Assists in developing and communicating the overall direction for the Library. Completes work independently with full discretion.
Supervisory Responsibility:
Full supervision of employees including hiring and firing recommendations and performance management responsibilities.
Education and Experience Required:
Requires a Master’s Degree in Library Science or a degree in Business Management and 3 or more years of experience with essential job functions including 2 or more years of supervisory experience in a Customer Service Department. Extensive experience in managing a Customer Service Department will be accepted in place of a degree.
Knowledge, Skills and Abilities:
Maintains current knowledge of library trends, materials, practices, techniques and technology; exhibits a willingness to learn other applications as needed.
Thorough knowledge of the customer service and circulation departments of public library systems.
Well versed in Microsoft Office products or similar platforms to compile and analyze data, write reports, correspond with customers and others, document incidents and performance, etc. · Proficient oral and written communication and social skills.
Work Environment:
Position requires being up and moving around the Library and at times stationary at work station. The job requires stooping, bending, squatting, stretching. Occasional lifting, such as three or four reams of paper, four or five books, or other materials (up to 25 pounds) may be required. Required to use motor coordination with finger dexterity (with keyboard, shelving), eye-hand coordination, data entry and computer use for accessing information. Should be conscious of appropriate ergonomics and workstation setup.
Benefits & Additional Compensation Info
Health, Dental and Vision Insurance
Short term and long term disability
Wellness benefit
Paid time off
Life Insurance
The Community
The Clearview Library District serves Windsor, Severance and West Greeley communities.
HR Info
Send cover letter and resume to director@clearviewlibrary.org. Applicants must pass a background check.