Customer Service Supervisor | Library Operations Lead

Queens Public Library; Northern, New York (KY, NY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Queens Public Library seeks a Customer Service Supervisor for the Broadway location in New York. This full-time role partners with the Community Library Manager to lead busy customer service operations across branches.

The position requires a High School Diploma or GED (Associates preferred), at least two years in customer service and one year in supervisory duties. Union representation applies; salary starts at $49,676 annually and benefits follow union guidelines.

Qualifications

• 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.

Responsibilities

• In partnership with the CLM/ACLM, performs a leadership role in the supervision of 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.Responsible for searching, selecting and preparing reserve titles.Searches for and prepares reserve titles for delivery.
• 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 and approves subordinate time cards.
• 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.

Skills

Customer service

Leadership

Interpersonal skills

Verbal and written communication

Teamwork

Self-starter

Detail oriented

Education

High School Diploma or GED

Associates Degree preferred

Tools

SAP

Job description

Queens Public Library seeks a Customer Service Supervisor for the Broadway location in New York. This full-time role partners with the Community Library Manager to lead busy customer service operations across branches.

The position requires a High School Diploma or GED (Associates preferred), at least two years in customer service and one year in supervisory duties. Union representation applies; salary starts at $49,676 annually and benefits follow union guidelines.