Customer Service Supervisor

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Employment Type

Job Summary

Hiring range: $26.01 to $29.72 hourly, depending on qualifications

Join our team as a Library Customer Service Supervisor, where you'll lead and support our customer service team in providing exceptional experiences for library customers at the Downtown Library. In this role, you'll oversee day-to-day operations, mentor staff, and ensure service standards are met. We're seeking a motivated individual with strong leadership skills, a commitment to excellence, and a passion for fostering positive relationships with customers. If you have supervisory experience, excellent communication abilities, and a dedication to enhancing the library's services, apply now to play a key role in our library's success and community engagement.

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

TheCustomer Service Supervisor I supervises a team of employees primarily providing customer service as their main responsibility.  This position involvesscheduling,assigning duties, coaching, developing direct reports, andrefining processes to maximize efficiencytocreate aninclusive,customer-focusedenvironment. This role drives consistency, efficiency,andexcellence,providingdata-drivenrecommendations while embedding customer experienceinto the organizational culture. 

Key Responsibilities 

• Createstheschedule for directreports to ensure coverage of tasks and duty rotations in collaboration with other teams; manages and develops directreports by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation;recommends new hires, promotions, salary reviews, and disciplinary actions, including termination; ensures a collaborative team approachinaccomplishing work. 

• Listenstoand responds tocustomercomplaints, escalations, and complex issues;observes,evaluates, and provides feedback on staffinteractions with bothexternal and internal customers. 

• Recognizes and recommends process improvements to gain efficiencies; publishes and regularly reviews scripts and workflow documentation for system and business practices; seeks out andutilizes innovative opportunities for improved practices when applicable. 

• Represents the team on various Citywide, department, or divisioncommittees and teams;partners closely with relevant stakeholders toestablish strong rapport and communication; oversees the consistent application of organizational policies and procedures. 

Qualifications 

Experience:Four years ofcustomer service experience isrequired, preferably in a related setting.  One or more years experience leading or supervising customer service team members is preferred. 

Education:A bachelor’s degree or equivalent in a related fieldis required. Relevant work experience with progressively increasing responsibilities within the field or a related fieldmay be substituted for education. 

Licenses & Certifications:Depending on the nature of the assigned work, a valid driver’s license and a favorable driving record may be required.   

Language:Proficiencyinverbal and written English languageisrequired.Additional proficiencyinSpanish and American Sign Language ispreferred.