Customer Service Director

TLCPL•Toledo, OH

9d•Onsite

About The Position

The Customer Service Director provides leadership and oversight for system-wide customer service and circulation operations. The position is responsible for circulation policies and procedures, patron account services, materials delivery, resource sharing, passport services, and collection agency services. The Customer Service Director works with library leadership to provide consistent and effective customer service across all locations and provides guidance, training, and support to staff on customer service practices, circulation policies, and related systems and procedures. The incumbent will have strong leadership skills, can demonstrate independent decision-making abilities resulting in higher consequences of work, and can demonstrate a commitment to TLCPL’s mission and values, including being welcoming, innovative, objective, accountable, and collaborative.

Requirements

Knowledge of library principles, practices, and current trends. Advanced knowledge of circulation services, policies, procedures, and customer service practices.
Knowledge of the ILS, circulation technologies, and related applications that support service delivery.
Strong leadership and supervisory skills, including the ability to coach, develop, and support supervisors and staff while fostering teamwork, accountability, and a culture of service excellence.
Excellent communication and interpersonal skills, with the ability to build consensus and communicate clearly with staff, leadership, vendors, and the public.
Ability to develop, evaluate, and implement policies, procedures, training, and service standards that support consistent customer service.
Strong analytical, problem-solving, and decision-making skills, with the ability to evaluate data, identify trends, and recommend improvements to services and operations.
A bachelor's degree in a related field. (Required)
A minimum of four (4) years supervisory experience. (Required)
A minimum of eight (8) years of professional library experience (Required)
Experience in the operation of common office equipment and PCs.(Required)
Valid driver’s license; must be insured and meet Ohio’s minimum coverage requirement for auto insurance.
Must meet insurance eligibility requirements of the Library’s insurance carrier under the Library’s Motor Vehicle Use Policy.

Nice To Haves

Direct experience in Circulation/Customer Service.

Responsibilities

Provides leadership and oversight for system-wide customer service and circulation operations, promoting consistent service practices, teamwork, and accountability.
Develops, implements, and evaluates system-wide circulation policies, procedures, and service standards to support consistent, equitable, and effective customer service.
Provides leadership, coaching, and guidance to Customer Service/Circulation Supervisors and works with supervisors to address operational issues, develop staff, and improve service.
Establishes short- and long-term goals and priorities for customer service and circulation services in alignment with the Library’s strategic direction.
Evaluates customer needs, service trends, and operational practices to identify opportunities to improve customer service, circulation processes, and the customer experience.
Provides leadership and subject matter expertise for circulation, patron account, and other customer service functions within the ILS. Works with appropriate library staff on system development, implementation, problem resolution, data accuracy, and training.
Oversees system-wide customer service and circulation training for new and existing staff, including training related to policies, procedures, technology, and service standards.
Provides oversight and coordination for system-wide circulation services, including materials delivery, resource sharing, passport services, and collection agency services.
Collaborates with Library Services Directors and other library departments, including Technical Services, Collection Development, and User Experience and Discovery Services, to coordinate services, resolve issues, and support system-wide priorities.
Works with vendors and other external partners on customer service and circulation services, including service issues, contracts, and operational concerns.
Uses statistics, reports, customer feedback, and other information to evaluate services, support decision-making, identify resource needs, and recommend improvements.
Determines appropriate staffing levels and distribution of work; hires, supervises, coaches, and evaluates Customer Service staff in accordance with Library policies and practices. Promotes a culture of diversity, equity, inclusion, and belonging for staff and customers. Performs other related duties necessary for the efficient operation of the Library.