Children's Room Customer Service Supervisor

Richland Library•Columbia, SC

10d•Onsite

About The Position

Richland Library is seeking to hire a Children's Room Customer Service Supervisor at our Main location. This role involves supporting the department/location manager with staff and volunteer training and supervision, assisting customers with library services and resources, managing library equipment and technology, planning and conducting programs, and ensuring smooth daily operations. The supervisor will also be responsible for enforcing library policies, resolving customer issues, and maintaining a safe and welcoming environment. This position requires excellent customer service skills, the ability to interpret and communicate policies, and a commitment to fulfilling the library's mission.

Requirements

High School diploma or GED
Four (4) years of related experience, including experience as a lead-worker or demonstrated ability to lead the work of others
An equivalent combination of education, certification, training, and/or experience

Responsibilities

Supports the department / location manager with the training, and supervision of staff and volunteers including but not limited to, assigning and communicating daily activities and deadlines, guiding the work of staff and volunteers, communicating important location, system, and organizational information and updates, and coordinating training
Works directly with customers locating, checking out, and renewing materials, placing holds, using automated library system; assists customers (in-library and on telephone) with basic informational and directional requests
Assists customers with using PAC terminals, copiers, and other equipment
Answers reference and technology questions, responds to customer requests, completes complex processes correctly, interprets Library policies and procedures to customer and other staff members, and refers customers to professional staff for assistance as appropriate
Uses technology for a variety of tasks including communication, scheduling, creating reports and tracking data; monitors automated functions and equipment; escalates issues to appropriate staff, as needed; maintains current knowledge of developments in the Library technologies
Plans, assists with, and/or conducts programs and trainings for diverse audiences including but not limited to, story times, film showings, and technology trainings
Supports department / location needs, including completion of opening and closing procedures, maintaining supplies, statistics, and performing cash reconciliations, cleaning, checking and trouble-shooting equipment, scheduling and confirming meeting room reservations, and shelving materials to sustain the Library’s collection
Responds to and resolves problematic customer situations and events; enforces the Richland Library Code of Conduct and follows established guidelines
Implements best practice standards and assures compliance with all guidelines, policies, and procedures
Answers questions and interprets and communicates general policies and procedures to customers
Conducts searches for holds and other materials on shelves using printouts and lists
Empties materials return boxes, transports materials and processes returned items
Gathers, compiles, or submits data for trend analysis and/or reporting
Follows organizational, County, and public health and safety guidelines and protocols and performs job functions in a safe manner; reports all safety hazards per established policies and procedures
Attends and participates in staff and professional group meetings; stays current on new trends and best practices
Learns and consistently exhibits Richland Library’s brand promises in all interactions with customers and colleagues; provides outstanding customer service to all internal and external customers; successfully ascertains and meets the individualized needs of each customer
May be required to work nights and weekends based on organizational responsibilities and job requirements
May manage operations during absence of higher-level staff