Customer & Account Services Supervisor

Carnegie Library of Pittsburgh • Pittsburgh, PA

22d • $19

About The Position

The Customer & Account Services Supervisor employs a welcoming, patron-centered and energetic leadership style to provide direction, model outstanding service and promote positive team spirit among staff. Actively participates as a member of peer groups to advocate for the needs of the community, affect change, implement strategies and contribute to the long- and short-range direction of the Library. Works with their Library Services Manager to provide the best patron experience in their designated location and with the Customer & Account Services Manager to ensure system-wide adoption of CLP Service Standards and related circulation policies. Leads circulation and customer service functions of a bustling, diverse library location. Performs a wide variety of complex and experienced tasks in account management and problem resolution. Actively engages with customers to guide their information needs, locate materials and connect them to library resources, services, and collections throughout all locations. The Customer & Account Services Supervisor oversees staff that perform account and customer service functions in Public Services. Under the supervision of their Library Services Manager, they work collaboratively with managers, specialists and other customer service staff in public services. They engage and cooperate with peer Supervisors across the system. They contribute to the work of public service teams to enhance the patron experience through convenient access to library collections and services. They collaborate with staff in support departments to achieve goals, manage processes and ensure a quality experience for users. They oversee staff and/or processes which are essential to achieving the mission of the library and engage with staff across the system to achieve system-wide goals. The Supervisor also works under the guidance of and collaboratively with the Customer & Account Services Manager to build and maintain best practices in the execution of CLP’s Service Standards.

Requirements

• Understands and engages with library users to ensure their needs are supported and addressed through relevant services
• Works with the Customer & Account Services Manager to ensure system-wide adoption of CLP Service Standards and related policies in circulation and customer account functions
• Understands, advocates for, and engages with library users to ensure their needs are addressed through relevant services
• Participates in system-wide activities, such as committees, teams and work groups and modeling behaviors in patron-focused service, self-directed learning, strategic thinking and planning, and personal accountability
• Thorough knowledge of CLP’s policies and procedures, or ability to develop such
• Excellent internal and external customer service commitment and skills, including the ability to regularly exceed service expectations with the public and fellow staff
• Excellent interpersonal, interviewing, counseling, and communication skills
• Ability to effectively and positively supervise, schedule, and evaluate the work of others
• Train, develop, and provide guidance and technical support to staff
• Desire and ability to work with a diverse public and staff within diverse communities
• Act as a model representative of CLP to the public
• Ability to plan and think big picture about community needs
• Proficiency with relevant computer systems, including hardware and software, current audio-visual equipment; and office machines
• Ability to resolve complex ILS (integrated library system) and other technical problems
• Ability to understand financial concepts and effectively work with basic budgets, purchasing and related information
• Accurately use reference tools or catalog to perform an information search
• Knowledge of the current shelving system
• High school diploma or G.E.D. required, Bachelor’s degree preferred
• Five years of related clerical/customer service experience, including leadership responsibilities
• Or equivalent technical training, education, and/or experience
• PA State Criminal Record Check
• Pennsylvania Child Abuse History Clearance
• FBI Fingerprint Criminal Records Check
• Mandated Reporter

Nice To Haves

• Bilingual or multilingual abilities a plus.

Responsibilities

• Manages circulation functions of the library to ensure high quality, effective, community focused service in functions such as registering customers for library cards, collecting fines and fees, processing customer holds and requests
• Selects, trains, supervises, assigns, disciplines, and evaluates clerical staff
• Prepares and submits monthly and annual reports
• Communicates with District and other CLP Libraries to resolve problems, complaints and any library related issues as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level