Customer Service Supervisor - Red Bridge

Customer Service Supervisor

The Customer Service Supervisor will play a pivotal role in ensuring exceptional customer service standards are upheld within our library facility. The primary responsibilities will involve direct interaction with customers on the service floor, serving as a role model for service, assisting with training for staff, and taking the lead in managing and responding to unexpected events when management is not present. This position directly supports branch management in various aspects of customer service, including technology assistance, reader services, and account transactions, while also delivering materials to customers when necessary.

Essential Functions

• Customer Service Leadership
• Regularly engage with customers on the service floor, serving as the role model for exceptional customer service.
• Provide on-the-job coaching to staff, ensuring adherence to customer service standards, especially in technology, reader services, and account transactions.
• Conduct outdoor material deliveries to customers when necessary.
• Supervision and Building Operations
• Open and close the building as needed.
• Provide general assistance on the floor and offer in-the-moment coaching on customer service standards to library staff.
• Coordinate room reservation requests, planning, and communication.
• Support facility and security needs by regularly walking through the interior and exterior of the building.
• Act as the point of contact for vendors, contractors, and departments in the absence of management.
• Takes the lead in managing and responding to unexpected events in the absence of management.
• Use critical thinking and problem-solving skills to assess situations and determine the best course of action.
• Leadership and Training:
• Lead and role model by offering support to staff during customer service interactions.
• Ensure the effective execution of customer service training for all staff.
• Resolve problems and troubleshoot issues independently, enabling team members to complete tasks effectively.
• Act as a liaison to branch management regarding customer service.
• Library Collection and Building Upkeep:
• Contribute to the maintenance of the library collection by processing materials for customer access.
• Perform shelving tasks efficiently and correctly, ensuring a neat appearance.
• Undertake basic custodial duties as needed, including tasks like shoveling snow.
• Ensure the library and its grounds are clean and orderly.
• Customer Interaction:
• Provide in-person and phone-based customer service.
• Act as a guide for customers in using the library and its resources.
• Demonstrate the use of technology and digital services to customers.
• Recommend materials based on customer interests, needs, and availability.
• Assist customers with library card accounts, including payment recording.
• Utilize creative display techniques to engage customers.
• Perform additional duties as assigned by the manager or assistant manager as needed to support the overall objectives and success of the team and organization.

Minimum Schedule Requirements:

• Work two evenings per week.
• Work two weekends a month.

Education and Experience Required:

• High School Diploma/HiSet/GED Completion Required
• Minimum of 2 years Customer Service experience Required.

Knowledge, Skills, and Abilities All successful team members at MCPL should demonstrate:

• Ability to use effective verbal, written, and discreet communication with management, co-workers, and the public.
• Ability to work effectively in a team environment.
• Knowledge of department processes and procedures and critical thinking skills to make decisions pertaining to the position.
• Proficiency in providing friendly and solution-oriented customer service attitude and delivery with internal and external customers.
• Fundamental understanding of their own contribution to a welcoming and respectful workplace and library for all.
• Sufficient understanding of the MCPL value of intellectual freedom in order to uphold those values while performing their job duties.
• Strong ability to follow instructions and work as part of a team.
• Reliable, punctual, and flexible with scheduling.
• Good communication skills and the ability to stay calm under pressure.
• Ability to work in a fast-paced environment and adapt to changing needs.

Age Requirement

• Must be at least 18 years of age.

MVR Requirement

• None

Work Environment

• (Indoor/Outdoor) Works both indoors and outdoors and must have considerable tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases which enable the employee to work outside at a facility, handle construction and library materials, work in older buildings and on jobsites, and interact with coworkers and the public.

Essential physical abilities to be accomplished with or without reasonable accommodation are:

Daily (greater than 50% of the time)

• Standing (up to 1 hour at a time)
• Walking (even ground)
• Lifting 1-10 pounds
• Lifting 11-25 pounds
• Pushing/Pulling 1-10 pounds
• Pushing/Pulling 11-25 pounds
• Bending/Stooping
• Kneeling
• Reaching above shoulder
• Receiving Communication and Instructions (vision, reading, hearing)
• Conveying Communication and Instructions (Speaking, writing)
• Using computer data entry tools - keyboard, mouse, touchscreen, scanner
• Sitting

Frequently (up to 50% of the time)

• Standing (more than 1 hour at a time)
• Walking (variable surfaces)
• Lifting 26-40 pounds
• Lifting 40+ pounds
• Sitting
• Pushing/Pulling 26-40 pounds
• Pushing/Pulling 40+ pounds

Occasionally (approximately 1-2 times per month)

• Climbing stepstools
• Climbing ladders
• Lifting 26-40 pounds

Rarely (1-5 times per year)

• Lifting 40+ pounds
• Climbing stepstools
• Climbing ladders