Customer Service Supervisor - Multiple Locations Avail…

Queens Public Library; New York (NY); On-site; USD 48,000 - 56,000; Full time

Job summary

Join a leading public library as a Customer Service Supervisor, where you'll lead efforts in customer service across multiple locations. This role involves supervising staff, enhancing customer experiences, and managing schedules to ensure optimal service. Ideal candidates will have strong communication skills and a background in customer service, with opportunities for growth in a diverse team committed to community transformation.

Qualifications

• At least two years of customer service experience.
• One year of supervisory/management experience.

Responsibilities

• Supervise customer service staff and conduct performance reviews.
• Provide accurate service to library customers and resolve complaints.
• Create and manage employee work schedules.

Skills

Customer Service

Communication

Teamwork

Education

High School Diploma

Associate's Degree

Job description

Customer Service Supervisor - Multiple Locations Available

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Duties and Responsibilities

The Customer Service Supervisor at the Principal Library location collaborates with the Community Library Manager (CLM) and Assistant Community Library Manager (ACLM) to lead customer service efforts at our busiest community libraries, considering annual circulation, gate count, programs, and attendance.

1. Supervise customer service staff, including Customer Service Representatives, Pages, Volunteers, Net-Mentors, maintaining fact files, and conducting performance reviews.
2. Provide friendly, courteous, and accurate service to library customers, including troubleshooting accounts, enrolling customers, processing fines/fees, and resolving complaints.
3. Scan returned items, shelve materials, discard outdated items, and manage inventory and reserve titles.
4. Prepare materials for customer use, verify deliveries, and enter receipts into SAP.
5. Create and manage employee work schedules and timesheets, ensuring optimal service coverage.
6. Demonstrate competencies such as initiative, flexibility, teamwork, and exemplary customer service.
7. Handle opening and closing duties, including cash handling, reporting, and supply ordering.
8. Perform other duties as assigned.

Schedule

The position requires working Saturdays and evenings.

Minimum Qualifications

• High School Diploma or GED required; Associate's Degree preferred.
• At least two years of customer service experience.
• One year of supervisory/management experience with full-time staff responsibility.
• Strong interpersonal, verbal, and written communication skills; ability to lift up to 25 pounds.

About Queens Public Library

Queens Public Library is a leader in public library services, committed to transforming lives and building community across 65 locations. We welcome innovators and leaders to join our diverse team.

Application Process

Send your resume and cover letter to [e-mail], referencing "Customer Service Supervisor – QLWEB" in the subject line. Resumes accepted via email only.

Additional Details

This is a union position, with a starting salary of $48,113 annually. Queens Public Library is an Equal Opportunity Employer.