Library Customer Experience Lead & Training Specialist

NAPERVILLE PUBLIC LIBRARY; Naperville (IL); On-site; USD 40,000 - 60,000; Full time

Job summary

Naperville Public Library seeks a Customer Services Specialist to support all Customer Services functions, lead Circulation Assistants, train staff, manage schedules, and resolve customer issues within a busy library environment.

You will coordinate workflows, back up the public service desk, assist in developing new services, and participate in LINKin consortium activities, with opportunities for ongoing Sierra training and skill development.

Qualifications

• Two years of college or specialized training.
• Minimum two years of relevant experience.
• Bilingual proficiency a plus.

Responsibilities

• Performs customer services activities, leads Circulation Assistants, and routes materials.
• Upholds high standards of customer service with vendors, customers, and staff.
• Trains staff in Sierra, Kronos, and Munis ESS databases.
• Supports and backs up the public service desk and handles escalated issues.
• Coordinates workflow and scheduling of Customer Services staff for efficiency.
• Participates in LINKin consortium and coordinates outreach with staff.
• Responds to customer/staff queries and resolves service issues.

Skills

Customer service

Communication

Microsoft Office

Time management

Education

Two years of college or specialized training

Tools

Sierra

Kronos

Munis ESS

Outlook

Job description

Naperville Public Library seeks a Customer Services Specialist to support all Customer Services functions, lead Circulation Assistants, train staff, manage schedules, and resolve customer issues within a busy library environment.

You will coordinate workflows, back up the public service desk, assist in developing new services, and participate in LINKin consortium activities, with opportunities for ongoing Sierra training and skill development.