Customer Service Supervisor - Riverside & Claycomo

Job Title: Customer Service Supervisor

Branch or Department: Customer Experience

Salary/Wage: $21.25 per hour

Reports to: Branch Manager

FLSA Status: Overtime Non-Exempt

Supervises: N/A

Benefits Classification: Full-Time

Work Location: Branch

Job Grade: 5

Hours per Week: 40

Work Schedule: 40 hours per week. Must work 2 nights each week and 2 Saturdays per month

Hour per year: 2080

Revision Date: 3/19/2024

This position will work at both the Riverside and Claycomo locations.

Culture Statement

Mid-Continent Public Library's mission and internal values are reflected everyday through our people. We strive to provide customers with the best possible library experience through our commitment to exceptional customer service. We uphold the values of intellectual freedom: we ensure the free flow of information and ideas. We are fair: we know that every customer and co-worker may not need an identical solution to meet their needs but rather all customers and co-workers have access to all resources that meet their individual needs. We have integrity: we work to meet our Library's mission with honesty and trust. It is both what we do and how we do it. We are diverse, equitable and inclusive: MCPL believes that a diverse, equitable and inclusive organization creates a more dynamic workplace and puts us in a place to better serve the community.

Position Overview

The Customer Service Supervisor will play a pivotal role in ensuring exceptional customer service standards are upheld within our library facility. The primary responsibilities will involve direct interaction with customers on the service floor, serving as a role model for service, assisting with training for staff, and taking the lead in managing and responding to unexpected events when management is not present. This position directly supports branch management in various aspects of customer service, including technology assistance, reader services, and account transactions, while also delivering materials to customers when necessary.

Essential Functions

• Customer Service Leadership

• Regularly engage with customers on the service floor, serving as the role model for exceptional customer service.

• Provide on-the-job coaching to staff, ensuring adherence to customer service standards, especially in technology, reader services, and account transactions.

• Conduct outdoor material deliveries to customers when necessary.

• Supervision and Building Operations

• Open and close the building as needed.

• Provide general assistance on the floor and offer in-the-moment coaching on customer service standards to library staff.

• Coordinate room reservation requests, planning, and communication.

• Support facility and security needs by regularly walking through the interior and exterior of the building.

• Act as the point of contact for vendors, contractors, and departments in the absence of management.

• Takes the lead in managing and responding to unexpected events in the absence of management.

• Use critical thinking and problem-solving skills to assess situations and determine the best course of action.

• Leadership and Training:

• Lead and role model by offering support to staff during customer service interactions.

• Ensure the effective execution of customer service training for all staff.

• Resolve problems and troubleshoot issues independently, enabling team members to complete tasks effectively.

• Act as a liaison to branch management regarding customer service.

• Library Collection and Building Upkeep:

• Contribute to the maintenance of the library collection by processing materials for customer access.

• Perform shelving tasks efficiently and correctly, ensuring a neat appearance.

• Undertake basic custodial duties as needed, including tasks like shoveling snow.

• Ensure the library and its grounds are clean and orderly.

• Customer Interaction

• Provide in-person and phone-based customer service.

• Act as a guide for customers in using the library and its resources.

• Demonstrate the use of technology and digital services to customers.

• Recommend materials based on customer interests, needs, and availability.

• Assist customers with library card accounts, including payment recording.

• Utilize creative display techniques to engage customers.

• Perform additional duties as assigned by the manager or assistant manager as needed to support the overall objectives and success of the team and organization.

Minimum Schedule Requirements:

• Work two evenings per week.

• Work two weekends a month.

Education and Experience Required:

• High School Diploma/HiSet/GED Completion Required

• Minimum of 2 years Customer Service experience Required.

Required Knowledge, Skills, and Abilities

All successful team members at MCPL should demonstrate.

• Ability to use effective verbal, written, and discreet communication with management, co-workers, and the public.

• Ability to work effectively in a team environment.

• Knowledge of department processes and procedures and critical thinking skills to make decisions pertaining to the position.

• Proficiency in providing friendly and solution-oriented customer service attitude and delivery with internal and external customers.

• Fundamental understanding of how DEI principles impact the workplace and library services.

Age Requirement

• Must be at least 18 years of age.

MVR Requirement

• None

Work Environment

• (Indoor/Outdoor) Works both indoors and outdoors and must have considerable tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases which enable the employee to work outside at a facility, handle construction and library materials, work in older buildings and on jobsites, and interact with coworkers and the public.

Essential physical abilities to be accomplished with or without reasonable accommodation are.

Daily (greater than 50% of the time)

• Standing (up to 1 hour at a time)

• Walking (even ground)

• Lifting 1-10 pounds

• Lifting 11-25 pounds

• Pushing/Pulling 1-10 pounds

• Pushing/Pulling 11-25 pounds

• Bending/Stooping

• Kneeling

• Reaching above shoulder

• Receiving Communication and Instructions (vision, reading, hearing)

• Conveying Communication and Instructions (Speaking, writing)

• Using computer data entry tools - keyboard, mouse, touchscreen, scanner

• Sitting

• Receiving Communication and Instructions (vision, reading, hearing)

• Conveying Communication and Instructions (Speaking, writing)

• Using computer data entry tools - keyboard, mouse, touchscreen, scanner

Frequently (up to 50% of the time)

• Standing (more than 1 hour at a time)

• Walking (variable surfaces)

• Lifting 26-40 pounds

• Lifting 40+ pounds

• Sitting

• Pushing/Pulling 26-40 pounds

• Pushing/Pulling 40+ pounds

• Standing (up to 1 hour at a time)

• Standing (more than 1 hour at a time)

• Walking (even ground)

• Walking (variable surfaces)

• Lifting 1-10 pounds

• Lifting 11-25 pounds

• Pushing/Pulling 1-10 pounds

• Pushing/Pulling 11-25 pounds

• Pushing/Pulling 26-40 pounds

• Pushing/Pulling 40+ pounds

• Bending/Stooping

• Kneeling

• Reaching above shoulder

Occasionally (approximately 1-2 times per month)

• Climbing stepstools

• Climbing ladders

• Lifting 26-40 pounds

Rarely (1-5 times per year)

• Lifting 40+ pounds

• Climbing stepstools

• Climbing ladders

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, protected veteran status, or other protected class in accordance with applicable federal, state, and local laws. Any applicant requiring accommodation should contact the Mid-Continent Public Library Human Resources Department at 816.836.5200.

Applicants will be considered for employment opportunities on the merits of their skills and experience related to the position sought. Employment offers are conditional upon submitting a criminal records check, identity verification, and national sex offender registry check. Applicants will not be denied employment solely or in part because of a prior conviction, unless MCPL determines the conviction is job-related. If a background check yields information that is of concern to MCPL, the applicant will be given an opportunity to review the background check findings and present information regarding inaccuracy, mitigating circumstances, and rehabilitation.