Customer Service Supervisor East Lee's Summit Branch
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Job Location:
Summit, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
Job Title:Customer Service Supervisor | Branch or Department: Assigned Branch |
Reports to: Branch Management Team | Supervises: N/A |
FLSA Status: Overtime Nonexempt | Benefits Classification: Full Time |
Salary/Wage: $21.87 per hour | Work Location: East Lees Summit |
Work Schedule: Tuesday & Wednesday from 12:00pm-9:00pm Thursday through Saturday from 9:00am to 6:00pm | Hours per Week/Year:40/2080 (Full Time) |
Revision Date: September 2025 | Anticipated Closing Date: Open until Filled: |
At Mid-Continent Public Library
Imagine. We inspire innovation through curiosity and exploration.
Try new things. We empower what works and learn from the rest.
Lead the way. We connect people to information ideas and inspiration.
Welcome all. We embrace new perspectives and listen with humility.
Everything we do we do together.
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.
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 their own contribution to a welcoming and respectful workplace and library for all.
- Strong ability to follow instructions and work as part of a team.
- Reliable punctual and flexible with scheduling.
- Good communication skills and the ability to stay calm under pressure.
- Ability to work in a fast-paced environment and adapt to changing needs.
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)
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Frequently (up to 50% of the time)
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Occasionally (approximately 1-2 times per month)
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Rarely (1-5 times per year)
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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.
Required Experience:
Manager
About Company
Mid-Continent Public Library is a consolidated library district and tax-supported political subdivision that serves nearly 800,000 people in the greater Kansas City metro area. The Library is governed by a 12-member Board of Trustees, which includes four representatives from each of t ... View more
