Customer Service Supervisor

Olathe; Olathe, Northern (KS, KY); Hybrid; USD 36,000 - 41,000; Full time

Job summary

City of Olathe Downtown Library is seeking a Customer Service Supervisor to lead the customer service team and ensure exceptional library experiences. You will supervise daily operations, coach staff, schedule shifts, and drive service standards while collaborating with stakeholders to improve processes.

The ideal candidate has four years of customer service experience, at least one year in a supervisory role, and a bachelor’s degree.

Qualifications

• Four years of customer service experience is required.
• One or more years of supervisory experience is preferred.
• Bachelor's degree or equivalent in a related field is required.

Responsibilities

• Create the schedule for direct reports to ensure coverage and rotation in collaboration with other teams.
• Coach and develop direct reports through feedback and one-on-one meetings to enhance performance.
• Address customer complaints and escalations with effective problem solving.
• Identify process improvements and publish workflow documentation to improve efficiency.

Skills

Leadership

Customer Service

Communication

Mentoring

Scheduling

Education

Bachelor's degree or equivalent

Job description

## Customer Service SupervisorApply: Downtown Library: Full time: Posted 2 Days Ago: JR2363If you are a current City of Olathe employee, please click this link to apply through your Workday account.**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. This role drives consistency, efficiency, and excellence, providing data-driven recommendations while embedding customer experience into the organizational culture.**Key Responsibilities** * Creates the schedule for direct reports to ensure coverage of tasks and duty rotations in collaboration with other teams; manages and develops direct reports by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation; recommends new hires, promotions, salary reviews, and disciplinary actions, including termination; ensures a collaborative team approach in accomplishing work.* Listens to and responds to customer complaints, escalations, and complex issues; observes, 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; partners 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.