Customer Service Supervisor

Multiple Locations


Supervises and manages the performance of Customer Service Representatives, Pages, Volunteers, Net-Mentors and other designated staff including but not limited to maintaining fact files and completing performance reviews. Provides friendly, courteous and accurate service to library customers, using self-service or other equipment. Troubleshoots customer accounts. Enrolls customers. Completes library forms. Answers directional questions. Processes fines/fees. Refers customers to librarians for reference questions.  Addresses/resolves customer complaints/issues. Scans returned items and shelves library material. Discards/removes items from the physical collection based on materials identified for removal by librarians. May take inventory of materials. Searches for and prepares reserve titles for delivery. Responsible for searching, selecting and preparing reserve titles. Prepares new and existing materials for customer use, such as stamping books, affixing labels, security strips/RFID tags, applying book covers, and linking of materials. Opens boxes for all deliveries and verifies contents to packing lists. Enters goods receipts into SAP. Prepares, reviews and approves employee work schedules and ensures maximum service coverage assignments.  Timely prepares and submits accurate employee time worked reports for agency (e.g. shift, overtime). Review, approves, and submits subordinate time sheets to CLM.  When assigned to opening and closing, completes all required duties on the checklist. Sets up start up money. Enters daily receipts into SAP. Prepares money for bank deposit. Performs end-of-day money closeout. Accurately completes reports, such as the Waive Log.  Orders supplies for agency.  Perform other duties as assigned. 

Schedule will include Saturdays and evenings.


High School Diploma or General Equivalency Diploma required. Associates Degree preferred. Two years of customer service experience required. One year of Supervisory/Management experience including responsibility for the performance management of full time staff. Must be friendly, courteous, and professional and have strong interpersonal skills to support customer service.  Strong verbal and written communication skills; detail oriented, flexible and a self-starter required. Must be able to lift and/or move up to 25 pounds. 


Queens Borough Public Library, a private non-profit corporation located in Queens, New York, is a national and international leader in the delivery of public library service. The Queens Library includes 63 public libraries with 1,700 employees.


Please send your resume and cover letter to CSJobs@queenslibrary.org and reference “ Customer Service Supervisor – QLWP” in the subject line. Resumes will only be accepted by email. 

The Queens Library is an Equal Opportunity Employer