Customer Services Manager 12115-01 at Spokane County Library District – Spokane Valley, Washington

Position Description: Working independently with oversight from the Operations Manager, this position is responsible for coordinating the consistent delivery of excellent customer service at all District service points, managing staffing allocations for Public Services and associated facilities, and collaborating with other employees on providing input regarding operations-related policies, procedures, and guidelines. Position Responsibilities: Oversees the scheduling of Operations employees, including developing work schedules and allocating employees to cover position-appropriate duties and/or shifts; may adjust daily schedules as needed to cover unexpected absences. Oversees the management of leave requests for Operations employees, as related to operations scheduling. Collaborates with the Operations Manager, Operations Director, and other related positions, in the development of District circulation policies and procedures. Working with Operations Manager and the ILS Administrator develops and maintains circulation handbooks and best practices. Collaborates with the Training Manager to develop circulation and customer service training. Oversees the management of employee leave requests, as related to operations scheduling. Enforces the Code of Conduct. Serves as the Districts liaison with: Works to resolve internal and external customer issues effectively and with a customer-first mentality; Addresses comments, concerns, and/or complaints related to customer services or accounts referred by employees. Manages escalated customer concerns that other employees are unable to resolve, particularly those involving significantly distressed or irate patrons. Collaborates with Collection Agency, Finance Office, and Public Services employees to manage Collection Agency processes and accounts, including but not limited to: In collaboration with the IT department and Operations Manager, tests, evaluates, and assists in the evaluation and selection of features of various automation systems, including the ILS, that directly impact customer experience. In addition, this position may: Performs other duties as needed or as directed.

Supervisory Responsibilities

Participate in the hiring process.

Provide constructive feedback and on-time performance evaluations.

Identify training needs and recommend/assign training to meet those needs.

Set priorities and expectations.

Serve as a positive role model, embracing change, in order to motivate and coach employees to grow and further their skills.

Qualifications:

The ideal candidate will be able to build relationships at all levels and have three years of customer service experience, with one year in a public library setting, as well as two years of supervisory experience.

The District may accept an equivalent combination of education and experience in lieu of the above.

Knowledge, Skills and Abilities: Knowledge of: -

• Alphabetic, numeric and/or alphanumeric order
• Dewey Decimal system of classification
• District services and resources
• Microsoft Office and other software applications
• Principles and methods of supervision, management, and training

Ability to: -

• Analyze and use reasoning to logically solve problems and contribute to the solution of problems related to District services
• Communicate effectively with employees and customers
• Establish and maintain positive team relationships
• Exercise interpersonal sensitivity while working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds
• Follow directions and work quickly and accurately to meet deadlines
• Interact in a professional and respectful manner with employees and customers, demonstrating positive customer service behaviors
• Interpret, apply, and support system wide policies, procedures, and services
• Maintain confidentiality of information
• Model behavior for high levels of service
• Travel to a variety of locations to perform work and/or attend work-related meetings and trainings
• Use initiative, problem-solving skills, and sound judgement
• Work with and troubleshoot office machines, such as copiers

Work Environment/Physical Demands:

Work Environment:

• Work is typically performed in a library environment.
• The noise level is usually low.
• Work may be performed outdoors and exposure to seasonal weather conditions may occur.

Psychological Demands

Make decisions, supervise staff, learn new tasks, remember processes, maintain focus when performing repetitive duties, communicate with customers and other employees, interact with or witness interactions with individuals who may be angry, hostile, experiencing mental and/or physical health issues.

Remote Work

Eligible for remote work

Union

Represented

Special Requirements:

• Background & driver license check
• Valid drivers license and required insurance when operating a privately owned vehicle for business purposes.

Job Advertisement: Benefits & Leave

• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• 12 paid holidays
• Washington State PERS retirement
• Deferred compensation plans
• Employer-paid Medical (most plans covered), Dental, Vision, Life and LTD for the employee
  • Dependent coverage available at employee expense