Library Customer Services Lead — Training & Scheduling

E-PLANNING; Naperville (IL); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Paid time off

Training opportunities

Job summary

E-PLANNING is seeking a Customer Services Specialist to support all library customer services. You will lead the Circulation and Customer Services teams, train staff, manage schedules, and resolve customer issues, ensuring smooth operations across the department.

You will also handle escalated inquiries, assist with new services, and collaborate with other departments. Strong communication and problem-solving skills are essential for success.

Qualifications

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

Responsibilities

• Lead Circulation Assistants and Customer Services teams and supervise workflow.
• Train staff in job responsibilities and relevant systems (Sierra, Kronos, Munis ESS).
• Respond to customer and staff inquiries and resolve issues.
• Coordinate staff scheduling and ensure coverage.
• Prepare reports/statistics for management review.

Skills

Communication skills

Problem solving

Time management

Team leadership

Customer service excellence

Education

Two years of college or specialized training

Tools

Sierra ESS

Kronos

Munis ESS

Microsoft Office

Outlook

Job description

E-PLANNING is seeking a Customer Services Specialist to support all library customer services. You will lead the Circulation and Customer Services teams, train staff, manage schedules, and resolve customer issues, ensuring smooth operations across the department.

You will also handle escalated inquiries, assist with new services, and collaborate with other departments. Strong communication and problem-solving skills are essential for success.