Customer Service Supervisor

Working independently and exercising excellent judgment and discretion, the principal role of the Customer Service Supervisor is to ensure that patrons of the Jerry Falwell Library have an excellent customer service experience. This position directly supervises the nine Customer Service Specialist I (CSSI) positions of the Learning Commons department and is expected to create and manage the schedule for all CSSIs and Customer Service Assistant positions on a weekly basis. The Customer Service Supervisor will design and provide training for all matters relating to customer service expectations and the department manual. In order to ensure customer access to library print collections, this position is responsible for maintaining the presentation of library resources in the book tower and robotic system. The position is directly responsible for the maintenance of supply inventory, the department’s lost/found, locker upkeep and policy enforcement, the execution of personnel evaluations for CSSIs, and the completion of employee onboarding/outboarding procedures. The Customer Service Supervisor is expected to serve as a shift supervisor as scheduling gaps require, including some nights and weekends. As such, the position aids in the process of providing information assistance to customers with circulation, research, directional, and technology inquiries and needs. The position is responsible for opening and closing the building and managing the Learning Commons areas, including the group study rooms, during all operating hours. The Customer Service Supervisor is expected to demonstrate calmness, adept critical thinking, and excellent judgment in enacting an Emergency Response Plan on an as-needed basis. Frequent decision making and problem solving are necessary to ensure that a high-quality customer experience is maintained, especially in mitigating conflicts with customers. This is a supervisory position that reports to the Learning Commons Coordinator.

Essential Functions and Responsibilities

1. Supervises, trains, and evaluates the CSSI position in all matters related to customer service expectations and the department manual.

2. Writes, publishes, and manages schedules for all department student employees and CSSIs.

3. Implements an ongoing plan for ensuring the book stacks, lockers, and lost/found are easily accessed and used by customers.

4. Assists in the completion of the administrative duties of the department, including the completion of new hire paperwork, implementing new hire/termination procedures, maintaining employee records, and writing/giving evaluations.

5. Provides shift supervision and oversight of the building, spaces, and emergency response implementation during nights and weekends, according to staffing needs and the library’s >100 hours of operation.

6. Synthesizes streams of data for assessment; instructs and does what is needed to maintain an organized environment conducive to research, study, and scholarship. 

7. Demonstrates the ability to work in and with diverse populations, supporting an equitable and inclusive environment.

8. Remains abreast of existing and emerging technologies, processes, products, services and leading industry performance benchmarks.

9. Works effectively as a team member, embracing and fostering LU’s mission.

Supervisory Responsibilities

This position is responsible for up to a dozen staff on duty at a time, but the position is responsible for training ~50 student employees and staff. The Customer Service Supervisor is expected to model, give feedback, mentor, and instruct in departmental procedures. Supervising duties entail encouraging and correcting behaviors through the completion of employee evaluations, Disciplinary Action Forms, and other corrective measures. Moreover, this entails being constantly aware of immediate surroundings by monitoring employee interactions with customers while simultaneously ensuring that workers on other floors are fulfilling responsibilities. The position will communicate with staff on a regular basis in order to disseminate information effectively. 

Qualifications, Credentials, and Competencies

This professional position requires a four-year degree or equivalent years of experience in account management, customer service, or library work. Two plus years of supervisor/management experience with a demonstrated commitment to mentoring, training, and staff development. Strong commitment to public service required. Demonstrated knowledge of library services such as research/technology assistance, resource organization, and library spaces. A background in supervisory or instructional experience is preferred.

Effective communication both verbally and in writing. Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature. Excellent computer and organizational skills. Regularly required to lift 20 or fewer pounds. To obtain LU-approved driver certification, individuals must be 21 years of age or older, possess a valid driver’s license with a minimum of five (5) years of documented driving history, and maintain a clean driving record.

Time Type

Full time

Location

Onsite

Pay Range

Compensation is determined based on factors such as qualifications, experience, education, skills, and certifications, along with University needs and external market conditions. Market benchmarks may be used, as appropriate, in combination with internal equity to ensure pay is fair and aligned with the broader compensation structure.

The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance.

$45,000.00 - $55,000.00

The University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes. It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job. All personnel related activities such as compensation, benefits, transfers, job classification, assignments, working conditions, educational assistance, terminations, layoffs, and return from layoffs, and all other terms, conditions and privileges of employment will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including all applicable state of employment protected classes. The University is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements. The University’s hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the “religion” component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment practice preference to members of their own religious beliefs.