Customer Services Manager

POSITION TITLE:     Customer Services Manager

REPORTS TO:           Assistant Director             

DIRECT REPORTS:  Customer Services Assistant Manager, Page Supervisor, Customer Service Team Leads, Customer Services Assistants

SALARY RANGE:     R21; starting at 37.64/hr

STATUS:                    Exempt

RESPONSIBILITIES 

The Customer Services Manager has the responsibility for directing, supervising, coordinating and evaluating the Customer Services Department to meet the needs of the Westerville Public Library in accordance with the goals and objectives established by the Library Board and Library Administration.

> Makes decisions related to the overall operations of the departments.

> Participates in the rotation to staff the customer service desks in Customer Services Department.

> Ensures that the department maintains a responsive, consistent, friendly and professional manner towards customers in all areas through implementation of guiding policies and practices.

> Shares responsibility with the Customer Services Assistant Manager for preparing work schedules for Customer Services staff and managing the number of hours used during the fiscal year.

> Maintains customer confidentiality as required by library policy.

> Envisions, interprets and anticipates customer needs and presents recommendations to the Branch Manager for the improvement of customer services.

> Resolves customer complaints in a pleasant, timely and professional manner.

> Supervises the selection, training, coaching and evaluation of direct reports.

> Monitors and addresses the individual needs of employees and resolves problems and/or conflicts within the departments promptly.

> Holds monthly staff meetings to review committee meetings, departmental objectives and other staff concerns.

> Communicates with Collection Development regarding titles and trends, especially for media.

> Communicates with the Computer Services Department on systems issues related to Customer Services including billing and collections, customer records data, new item types and locations, etc.

> Ensures that damaged items are billed appropriately.

> Acts as the primary point of contact with the third-party collection agency.

> Reports problems and/or concerns regarding maintenance and janitorial services within the departments to the facilities manager for resolution.

> Participates in community and professional activities as a representative of the library.

> Routinely acts as Librarian-in-Charge.

REQUIREMENTS

> Bachelor’s degree required; master’s degree in library science from an ALA accredited program preferred.

> Five years of library experience, two of which are in a public library setting.

>Two years of management experience supervising a minimum of 5 staff members.

> Proven ability to direct and motivate others in a professional and effective manner.

> Excellent oral and written communication skills.

> Excellent public relations skills in interacting with library customers and community organizations.

> Ability to effectively resolve conflict between staff members and resolve customer complaints.

> Strong analytical and problem-solving skills to navigate complex situations and make decisions in an effective time frame.

> Ability to manage multiple responsibilities, prioritize tasks, and maintain focus while working on different projects or tasks simultaneously.

> Must possess a positive work attitude and have the ability to interact well with others.

> Commitment to quality customer service.

> Must possess the skills to independently plan, analyze and structure staff assignments to provide efficient and effective library service.

> Must possess a general knowledge of information technology and be committed to continued individual development.

> Experience with collections software and/or the Polaris ILS are a plus.

> Expected to acquire/maintain certified status with the Ohio Library Council as a Certified Librarian or Certified Staff Member.

COMPETENCIES

> Technology: Demonstrates general understanding of basic computer skills coupled with an understanding and knowledge of library provided equipment and software including the website, databases, catalog, and ILS; the ability to troubleshoot basic technology problems.

> Teamwork: The ability to work collaboratively with others, including other departments, to achieve organizational and department goals.

> Inclusion: Commitment to interact appropriately, fairly, and equitably with all; the ability to demonstrate and foster respect for all individuals and points of view.

> Ethics: Commitment to the Ohio Ethics Law and the basic ethics and values of library service.

> Intellectual Freedom: The understanding and support of the library's role in providing free and equal access to ideas, information, resources, and services, from all points of view, without restriction, to every individual.

> Organizational Awareness: The knowledge of and ability to support the library's mission, vision, culture, and structure; a comprehensive awareness of the library's policies and procedures.

> Leadership: The ability to set and model high performance standards characterized by integrity, and to earn trust and respect of others by coaching, inspiring, and empowering teams of people to achieve strategic objectives.

PHYSICAL REQUIREMENTS

> While performing the duties of this job, employees typically handle office equipment, objects or controls and frequently communicate with others. This work requires moderate physical exertion, including bending, kneeling, stooping and standing; some lifting (up to 40 lbs) and moving of heavy objects/book carts (up to 100 lbs).

> The majority of this work is performed in an office setting. This job involves standing for long periods of time.

> The worker is required to have close visual acuity to perform an activity such as: viewing a computer terminal; extensive reading.