Customer Service Supervisor

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Employment Type

• Full Time
• 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.

The Customer Service Supervisor I supervises a team of employees primarily providing customer service as their main responsibility . This position involves scheduling, assigning duties , coaching, developing direct reports, and refining processes to maximize efficiency to create an inclusive , customer -focused environment. Th is role drive s consistency, efficiency, and excellence, providing data-driven recommendations while embedding customer experience into the organizational culture.

Key Responsibilities

Crea tes the schedule for direct report s to ensure coverage of tasks and duty rotations in collaboration with other teams ; manages and develops direct report s by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation ; r ecommends new hires, promotions, salary reviews, and disciplin ary actions , including termination; ensures a collaborative team approach in accomplishing work .

Listens to and responds to customer complaints, escalations, and complex issues ; o bserves , evaluates , and provides feedback on staff interactions with both external 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 and utilizes innovative opportunities for improved practices when applicable.

Represents the team on various Citywide , department, or division committees and teams ; pa rtners closely with relevant stakeholders to establish strong rapport and communication ; oversees the consistent application of organizational policies and procedures.

Qualifications

Experience: Four years of customer service experience is required , 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 field is required . Relevant work experience with progressively increasing responsibilities within the field or a related field may 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 : Proficiency in verbal and written English language is required . Additional proficiency in Spanish and American Sign Language is preferred.