Customer Service Supervisor I

Job Description:

Customer Service Supervisor I

Description

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Employment Type
Full Time

Job Summary

Join our team as a Customer Service Supervisor with a focus on Materials Handling.This role supports the library’s day-to-day operations by overseeing the reshelving of materials, coordinating logistics with our couriers and vehicles, and supervising a dedicated team of Library Pages and Volunteers. You’ll foster collaboration across departments while also stepping in to provide excellent customer service to support front-line staff. If you enjoy organizing systems, coaching staff, and improving back of house operations, this role could be a great fit.

Pay Range - $25.50 - $29.14 depending on experience.

For more details, review the full job details and requirements below.

The Customer Service Supervisor I supervises a team of employees primarily providing customer service as their main responsibility . This position involves scheduling, assigning duties , coaching, developing direct reports, and refining processes to maximize efficiency to create an inclusive , customer -focused environment. Th is role drive s consistency, efficiency, and excellence, providing data-driven recommendations while embedding customer experience into the organizational culture.

Key Responsibilities

• Crea tes the schedule for direct report s to ensure coverage of tasks and duty rotations in collaboration with other teams ; manages and develops direct report s by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation ; r ecommends new hires, promotions, salary reviews, and disciplin ary actions , including termination; ensures a collaborative team approach in accomplishing work .
  
• Listens to and responds to customer complaints, escalations, and complex issues ; o bserves , evaluates , and provides feedback on staff interactions with both external and internal customers .
  
• Recognizes and recommends process improvements to gain efficiencies; publishes and regularly reviews scripts and workflow documentation for system and business practices ; seeks out and utilizes innovative opportunities for improved practices when applicable.
  
• Represents the team on various Citywide , department, or division committees and teams ; pa rtners closely with relevant stakeholders to establish strong rapport and communication ; oversees the consistent application of organizational policies and procedures.
  

Qualifications

Experience: Four years of customer service experience is required , preferably in a related setting. One or more years experience leading or supervising customer service team members is preferred.

Education: A bachelor’s degree or equivalent ina related field is required . Relevant work experience with progressively increasing responsibilities within the field or a related field may be substituted for education .

Licenses & Certifications: Depending on the nature of the assigned work, a valid driver’s license and a favorable driving record may be required .

Language : Proficiency in verbal and written English language is required . Additional proficiency in Spanish and American Sign Language is preferred.