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Customer Service Supervisor

DUTIES AND RESPONSIBILITIES:

Queens Library is offering a unique opportunity to join a dynamic team of traveling staff that will assist and offer coverage to community libraries throughout the system.

The Customer Service Supervisor works in partnership with the Community Library Manager and Assistant Community Library Manager to lead customer service efforts at community libraries.

  • In partnership with the CLM/ACLM, performs a leadership role in the supervision on customer service staff, including developing and managing 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 materials.  Discards/removes items from the physical collection based on materials identified for removal by librarians.  May take inventory of materials.  Searches for an 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 and submits accurate employee work schedules and ensures maximum service coverage assignments. Prepares and submits accurate employee time worked reports for agency (e.g. shift, overtime).  Reviews, approves, and submits subordinate time sheets to CLM.
  • The Customer Service Supervisor must have demonstrated experience in the following competencies: initiative, flexibility in approaching daily responsibilities, cooperative teamwork and modeling exemplary customer service
  • When assigned to opening and closing, completed all required duties on the checklist.  Sets up startup 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.
  • Performs other duties as assigned.

The schedule for this position will include Saturdays and evenings.

QUALIFICATIONS:

  • High School Diploma or General Equivalency Diploma required. Associates Degree preferred.
  • Two years of customer service experience and one year of supervisory experience required.
  • 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. 

ABOUT QUEENS LIBRARY:

Queens Library is a national and international leader in the delivery of public library service. Innovation and leadership are the hall marks of Queens Library. Our mission is to meet the needs of the community by offering lifelong learning opportunities and ensuring there is a positive impact in the community. Queens Library fulfills its goals by embracing innovation and change. With a history of offering pioneering programs that meet the diverse needs of the most diverse county in the US, Queens Library is a place where innovation and leaders are welcomed.   Queens Library a private, non-profit corporation located in Queens, New York and includes 65 service locations with 1,700 employees. 

Queens Library is the proud recipient of the following awards: 2009 Library Journal, Library of the Year, 2014 ALA/Information Today, Library of the Future, 2013 ULC Top Innovators, 2013 American-Architect’s Building of the Year (Queens Library at Glen Oaks).

TO APPLY:

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

The Queens Library is an Equal Opportunity Employer