Library Customer Service Supervisor

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

Benefits offered by this job

Competitive pay

Health and dental coverage

Retirement plans

Educational reimbursement

LiveWell wellness program

Job summary

The City of Olathe is seeking a Library Customer Service Supervisor to lead and support our customer service team in delivering exceptional library experiences. You will oversee day-to-day operations, mentor staff, and ensure high service standards are met.

You will create schedules, develop staff, handle escalations, and work with partners to improve practices and policies. The role requires four years of customer service experience, a bachelor’s degree, and strong English communication.

Qualifications

• Four years of customer service experience is required.
• Bachelor’s degree or equivalent in a related field is required.
• Valid driver’s license may be required depending on duties.
• English proficiency in verbal and written communication is required; Spanish and ASL preferred.

Responsibilities

• Creates the schedule for direct reports to ensure coverage of tasks and duty rotations.
• Manages and develops direct reports by auditing tasks, giving feedback, and coaching.
• Recommends new hires, promotions, salary reviews, and disciplinary actions.
• Ensures a collaborative team approach in accomplishing work.
• Responds to customer complaints and escalations, and handles complex issues.
• Observes and provides feedback on staff interactions with customers.
• Identifies process improvements to gain efficiencies.
• Publishes and reviews scripts and workflow documentation regularly.
• Seeks innovative opportunities for improved practices when applicable.
• Represents the team on Citywide or department committees.
• Partners with stakeholders to establish strong rapport and communication.
• Oversees consistent application of organizational policies and procedures.

Skills

Customer service

Leadership

Education

Bachelor's degree

Job description

Employment Type: Full Time

Job Summary: Hiring range: $26.01 to $29.72 hourly, depending on qualifications

Job Overview

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. In this role, you'll oversee day-to-day operations, mentor staff, and ensure service standards are met.

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.

Benefits

• We offer competitive pay
• health and dental coverage
• retirement plans
• educational reimbursement.
• Employees can take advantage of the all-encompassing LiveWell wellness program to help them be their best selves—mentally, physically, socially, and financially.

Culture & Values

The City of Olathe consistently ranks as one of the best places to work, live and raise a family. That didn’t happen by accident. It happened because thousands of dedicated City employees work each day to make life better in our community. "Setting the standard for excellence in public service" is not just a saying in Olathe. It is what we do. Olathe’s quality of life is second to none, and we believe our employees deserve the same.

The City of Olathe values and fosters an innovative, diverse, and inclusive culture.

The City of Olathe champions continuous training and development for employees at all levels. It is our belief that if our employees continue to grow and be successful, both personally and professionally, then the City will serve our residents in the best ways possible.

If you’re looking for a career where you can serve others, make a difference, and grow, then your path starts here.