Customer Experience Specialist

City of New Braunfels, TX • New Braunfels, TX

340d

About The Position

At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. We are looking for a motivated and collaborative individual to join the Library Department as a Customer Experience Specialist. Under general supervision, this role ensures excellent and consistent service for all visitors of the New Braunfels Public Library system.

Requirements

• Bachelor's degree; and three (3) years of customer service experience; OR an equivalent combination of education and experience.
• Must possess a valid Texas Driver's License.
• Knowledge of principles and practices of quality customer service, staff training and development.
• Proficient in Microsoft Office Suite and ability to adapt to emerging technologies as needed.
• Knowledge of principles and practices of supervision.
• Knowledge of circulation and reference principles.
• Knowledge of library computer systems, software, and databases.

Nice To Haves

• Prior library experience performing public service functions.

Responsibilities

• Manages Library Aides and Assistants as assigned.
• Collaborates with the Branch Manager to deliver high quality library services to patrons and the timely and efficient flow of library materials.
• Serves as Branch Manager in the Branch Manager's absence.
• Models exemplary customer service and holds staff accountable to expectations.
• Assists the Branch Manager with developing, conducting, and managing a comprehensive customer service program for library staff.
• Collaborates to ensure staff receives the necessary training, coaching, and mentoring required to provide excellent customer service.
• Assists the Branch Manager with interviewing and hiring of library staff.
• Ensures that all circulation functions are optimized for customer ease and staff effectiveness.
• Assists with daily circulation reports and manages a variety of administrative activities including data management and employee scheduling.
• Makes recommendations for process improvements and collaborates with the Branch Manager to implement service initiatives to all staff.
• Serves as a mentor and takes a leadership role in staff meetings. Leads small groups to complete and report on assignments.
• Functions as Librarian on Duty and staffs service desk as needed.
• Performs other duties as assigned or required.

Benefits

• Competitive medical, dental and vision insurance
• 2:1 match on retirement contribution
• Paid volunteer time off - 16 hours per year
• Vacation accrual starts at date of hire - up to 120 hours annually your first year
• Get paid to stay - longevity pay on top of your regular pay after one full year
• Tuition reimbursement program
• Bilingual pay offered
• Professional and personal development training available

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree