Assistant Customer Service Supervisor

Description

You are a part of a team who are the heart of the Glenwood Branch. A team that welcomes customers every day with a friendly smile and a wave. You engage the Customer Service Team and create a positive environment and culture. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

You embrace and maintain an environment of inclusion, diversity, and respect for your coworkers and customers. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that aids in the dismantling of unjust systems and creating a more equitable and just society for all people. As such, we work to ensure that this mission achieves our racial and social equity goals in all that we do.

We are seeking a highly motivated Assistant Customer Service Supervisor to join our team! Candidates from traditionally underrepresented communities are encouraged to apply! We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off. Interested in joining our team?

Who You Are:

• You are empathetic
• You engage well with others and love getting to know those around you
• You are passionate about delivering an extraordinary customer experience
• You are a problem solver and lifelong learner
• You are energetic and inspire fun
• You are a great communicator and a patient listener
• You love a well-oiled machine

A job you will love:

• In the absence of the Customer Service Supervisor, you are responsible for the effective operation of the department including resolution of customer borrowing concerns and inquiries
• You supervise, train, and evaluate designated customer service staff
• You register customer information into the database and issue borrower cards
• You check materials in and out
• You resolve customer issues and reconcile records as required
• You answer customers' borrowing and directional inquiries in person and by telephone
• You collect, handle, and tabulate money
• You sort and return materials to designated locations within the system
• You participate in collection maintenance and shelf reading as assigned
• You participate in opening and assist with closing of the building as assigned
• You are responsible for assigned projects within the Customer Service Department which includes duties related to events that fall outside HCLS operating hours
• You attend staff meetings and training sessions
• You jump in where needed to perform other duties and special projects, as assigned
• You can be depended upon to maintain regular and predictable attendance
• You take pride in adhering to and are knowledgeable of all policies and procedures

 We are guided by these shared responsibilities: 

• Positions Howard County Library System (HCLS) as the place to learn, grow, and connect  
• Contributes to achieving HCLS' racial and social equity goals. Please view the Brave Voices, Brave Choices initiative 
• Effectively lives our strategic values of community, equity, intellectual freedom, learning, and teamwork   

Requirements

Do you have what it takes?

• High School diploma or equivalency certificate
• People skills—ability to work effectively with others and enjoy it
• Experience providing extraordinary customer service
• Demonstrated passion for working with the public
• Minimum three years supervisory experience
• Minimum two years working in a service environment
• Excellent communication skills – both oral and written
• Demonstrated ability to communicate effectively both orally and in writing
• Demonstrated ability to be positive, adaptable, and forward-thinking
• Demonstrated ability to use sound judgment
• Working knowledge of library policies and procedures
• Ability to assess priorities and plan effectively
• Ability to understand and retain detailed instructions
• Demonstrated ability to develop and maintain effective relations with diverse groups, such as community leaders, the library community, staff, and the public
• Accurate keyboard skills
• Tech savvy – ability to use programs/processes such as the Internet, specialized online research tools, office applications, as well as other library-related programs
• Ability to use a cash register
• Current valid driver’s license

Your job will involve being on the move:

• You need to stand, walk, bend, stoop, squat, reach, and push/pull a cart up 
• Strenuous activity required, such as carrying bags or boxes of books or arranging rooms for events and classes
• Some driving required

Additional Details

• Currently located at the Glenwood Branch
• Works under the supervision of the Customer Service Supervisor
• Full-time; 37.5 hours per week; Monday – Saturday, including two nights per week; alternating Fridays and Saturdays; and a maximum of two Sundays out of four; evenings and weekends required for signature HCLS events
• Grade 5; Salary $39,773-$69,743/yearly
• Applications must be received by 4PM Wednesday, June 4, 2025

EEO STATEMENT

Howard County’s diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Howard County Library System takes pride in providing equal employment opportunities.