Customer Service Coordinator-WHL, Henderson

Description

Responsible for planning, organizing, staffing, supervising and evaluating all aspects of the Customer Service Department. Ensures the goals, policies, and vision of Henderson Libraries is implemented by staff.

Supervision Received and Exercised Receives guidance and direction from Customer Service Director or administration. Exercises direct supervision over department staff and volunteers. Will be designated as Person in Charge. Essential and Marginal Functions Essential and marginal functions and responsibilities may include, but are not limited to the following:

Essential Functions:

Assigns duties and follows up to ensure completion; prepares schedules for departmental staff, including public service desk schedules and volunteer schedules; hires, trains, and supervises all departmental staff and volunteers; performs regular staff evaluations, both written formal and informal; approves timesheets; trains new staff in departmental procedures and resources.Provides excellent library customer service by assisting with circulation, ready reference, readers' advisory, library downloadable content, computer assistance, and general library service and information questions. Works at public services desks as assigned; assists customers in locating materials and sources of information; instructs customers in library usage.Instructs and assists library customers in use of technology, devices, electronic resources and other library materials and computer programs; troubleshoots and maintains various pieces of equipment; monitors public computers. Communicates management decisions, policies, changes/corrections to programs or processes to assigned staff.Checks library materials in and out; renews items; registers customers for library accounts; collects fines and paid items; processes refunds in an automated library environment. Responsible for point of sale software functions, weekly deposits, and daily counting of cash drawers. Applies and interprets policies for staff and library customers.Enforces bills and handles dissatisfied or difficult customers. Interprets policies, procedures, and administrative rules and regulations to customer services staff and library customers; investigates complaints and problems and recommends corrective action to resolve complaints or problems. Coordinates the provision of customer services with customer services staff and performs services in person, by telephone, by mail and electronically.Actively pursues knowledge of customer needs and responds to them; helps provide customer feedback to library leadership. Prepares reports and develops recommendations for upper management concerning all aspects of the Customer Service Department, including staffing assessment; recommends corrective action to resolve conflicts/problems.Serves as Person in Charge. Supervises opening and closing procedures; verifies cash drawer balances. Prepares information and data for statistical reports; collects statistics and maintains a variety of statistical records. Informs library customers of library policy and interprets and negotiates solutions, as required.Attends management level meetings; works with all departments to plan library services, procedures and customer needs. Conducts departmental meetings; works with staff to resolve issues and implement procedures. Marginal Functions:

Resolves problems with materials such as mismatched items, damaged materials, and missing pieces. Receives and processes courier items or bins; collects materials from book drop. Enters, modifies, and deletes data in library material and customer accounts. Responsible for the preparation of manuals and procedures.Consults on automated program issues and assists testing these and upgrades in an automated test environment. Maintains orderly appearance of work area and library premises. Maintains supplies and forms; requests replacements. Performs database cleanups. Processes funds from pay for print station.Sorts and shelves library materials, checks for needed materials on shelves and maintain order of shelves; processes and repairs library materials. May participate in committee service and special events. Promotes library services and programs. Performs related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Knowledge, Skills, and Abilities Knowledge of:

Principles, practices, and procedures of supervision, training, and personnel management. Pertinent federal, state, and local policies, procedures, laws, and regulations. Principles, practices, and procedures of public library circulation activities in an automated library environment. Principles of intellectual freedom and the Library Bill of Rights.Best practices in customer service. Principles and practices of budget preparation and administration. Principles and practice of library cataloging and classification. Advanced methods and techniques of modern public library services. Standard library reference tools, the library collection, and resources.Principles and procedures of record keeping and reporting. Knowledge of library computer software and equipment. Modern office methods, practices and procedures. Skill in:

Keyboarding at a level necessary for successful job performance. Computer applications such as word processing, spreadsheets, presentation and databases. Ability to:

Demonstrate excellent customer service. Organize, direct and implement all activities of a Customer Service Department. Select, supervise, train, motivate and evaluate assigned staff and volunteers. Schedule staff efficiently to best serve the needs of the district. Perform administrative and supervisory work involving the use of independent judgment and personal initiative.Assist in preparing and administering a budget. Analyze services or delivery needs and recommend changes and improvements. Make sound decisions based on research and analysis. Analyze situations carefully and adopt effective courses of action. Interpret and apply applicable federal, state, and local policies, procedures, laws and regulations.Manage programs and projects, including planning, budgeting, administering, and coordinating. Learn various library computer procedures, specialized software applications, and operate library computer equipment. Instruct library customers and volunteers how to use library services, products and equipment.Work with the public and staff effectively and efficiently, including handling difficult or dissatisfied people. Communicate effectively in English, both verbally and in writing. Sort and file alpha-numerically and perform basic math computations. Work a varied schedule, which may change periodically, including evenings and weekends; may work in other departments or libraries as needed.Work well with a wide variety of people and adapt to changes within the organization as they may occur. Use initiative and judgment in a wide variety of situations. Work under pressure in a busy atmosphere. Work Environment and Physical Demands

Public desk service in a central area with a high volume of public contact, handling multiple tasks with frequent interruptions. Normal physical activity including standing or sitting for extended periods, walking, bending, lifting up to 50 pounds, and pushing/pulling up to 150 pounds, upon occasion.Keyboarding and working at a computer monitor required. Phone usage, reading, speaking, and listening required. Interaction with library customers and staff may include stressful situations related to enforcing library polices or resolving problems. Requirements

Bachelor's Degree and three (3) years of increasingly responsible library experience OR two (2) years of college level course work (40 college credits) and six (6) years of increasingly responsible library experience required. Work experience must include two (2) years of supervisory experience. Supervisory experience can include leading committees/projects or supervising volunteers.