Job Description
Cultivate Curiosity. Enlighten the Mind. Strengthen the Community.
Job Overview
A Customer Service Supervisor oversees the Customer Service Department at the library in Windsor or the library in Severance, supervising and coordinating the activities of the staff to ensure that items are checked in and shelved promptly, patron disputes are resolved, requests are satisfied, and patrons are provided with excellent customer service in person, on the phone or via email.
1. Supervision (50%) Provide day-to-day supervision of customer service staff including customer service lead, customer service specialists, shelver. Schedule all customer service staff to ensure adequate coverage of all activities. Interview applicants, schedule, train, assign tasks, assess performance and evaluate customer service staff. Contribute to the professional development and enrichment of customer service staff by providing routine feedback and holding regular department meetings. May be called upon to participate or provide cross training and support to other departments as assigned. Work evening and weekend shifts as Most Responsible Staff on duty.
2. Customer Experience (30%) Ensure customer service 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, assisting in designing circulation policies and procedures to provide an exemplary experience for all.
3. Operations (20%) Oversee customer service staff to ensure the library is neat and orderly and library items are checked out, checked in, and placed back on library shelves routinely. Ensure that hold requests for materials and overdue payment decisions reflect the expected practice of library procedures. Ensure that library cards are issued following and respond to customer inquiries and/or direct them appropriately. Schedule meeting rooms. Proctor tests.
4. Other duties as assigned.
Incumbents may be required to work nights and/or weekends and travel to external events.
Autonomy
Guidelines and results of work are defined. Determines how to accomplish tasks and provides direct supervision to others. Reports to the Customer Service Manager.
Supervisory Responsibility
Full supervision of non-supervisory employees including hiring and firing recommendations and performance management responsibilities.
Education and Experience Required
Requires a two-year college degree or equivalent coursework and/or an equivalent amount of library experience.
Two or more years of experience in a public library setting.
One or more years of supervisory experience for staff within a library system, customer service and/or non-profit
organization.
Knowledge, Skills, and Abilities
● Thorough knowledge of Circulation/Customer Service Department operations of a public library.
● Proficient in Microsoft Office/Google Documents products to compile and analyze data, write reports, correspond with customers and others, document incidents and performance, etc.
● Proficient in use of library online catalogs.
● Proficient in use of integrated library systems.
● Ability to perform work independently or as part of a team.
● Demonstrated ability to think analytically, exercise initiative, and act in the best interest of the library.
● Effective in leading and working with a wide range of constituencies.
● Excellent organizational skills with a high degree of attention to detail.
● 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 work station setup.
This general outline illustrates the type of work that characterizes the job. The statements in this job description are not intended to be an exhaustive list of all responsibilities and qualifications required of the job.
The Community
The Clearview Library District serves Windsor, Severance and West Greeley communities
Links
External Job Ad
https://clearviewlibrary.org/about-us/learn-more/work-with-us
HR Info
Send cover letter and resume to director@clearviewlibrary.org. Applicants must pass a background check.