Customer Service Supervisor

Description

You lead a team of extraordinary people who are the heart of the Savage Branch. You guide them as they get to know our diverse community, provide extraordinary service, and make the magic happen behind the scenes. You are welcoming and create a sense of belonging and fun. You earn trust by supporting and developing your staff to be the best they can be.

You create and maintain an environment of inclusion, diversity, and respect for your staff. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that aids in a more equitable and just society for all people.

We are seeking highly motivated 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 14 paid holidays and your birthday off. Interested in joining our team?

Who You Are:

You are an empathetic leader who is excited about motivating staff and takes pride in their professional growth

You embrace and welcome a culturally rich and diverse community and customer base

You engage well with others and love getting to know those around you

You are passionate about delivering extraordinary customer service

You are a problem solver and lifelong learner

You are energetic and inspire fun

You are a great communicator and a great listener

You love a well-oiled machine

You're a mover and a shaker

A position you will love:

• You engage with the Customer Service Team and create an accepting space and culture
• You give regular, meaningful feedback and enjoy coaching your team
• You assess and recommend department and inter-departmental training needs
• You onboard new employees with on-the-job training
• You look after the supply chain for library materials moving into and out of branch
• You continuously evaluate the workload and shift priorities easily
• You are the go-to person for all branch staff on customer service policies and procedures
• You orchestrate the work of customer service staff, including volunteers for projects
• You enjoy the nitty gritty details of scheduling
• You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone
• You proactively work to seek solutions to concerns and issues raised relating to public services at the Branch
• You bring together your staff for regular, informative staff meetings
• You collaborate with department, branch, and HCLS leadership to create new and exciting community-driven initiatives
• You're a pro when it comes to cash management – counting cash and reconciling cash balances comes naturally to you
• You participate in the implementation of system-wide planning projects, events, task forces, etc., as assigned
• You enjoy learning and participating in professional training and development
• You may perform duties related to passport acceptance
• You take on other projects and duties as assigned
• Regular and predictable attendance
• Adheres to all policies and procedures

Requirements

Do you have what it takes?

• Four-year college degree
• Five years supervisory experience
• Four years experience working with the public
• You possess outstanding management and leadership skills
• People skills – ability to work effectively with staff and customers of various races and ethnicities and enjoy it
• Demonstrated ability to analyze and solve problems, to develop new processes and procedures in response to changing customer expectations and system-wide goals
• Displays diplomacy and political acumen in all situations
• Demonstrated ability to motivate people, lead committees and large groups
• Demonstrated ability to communicate effectively and clearly, both orally and in writing
• Demonstrated ability to develop and maintain effective, collaborative working relationships with diverse groups such as staff, the library community, partners, community leaders, and the public
• Tech savvy – ability to use programs/processes such as the Internet, office applications, as well as other library-related programs
• Superior writing and public speaking ability
• Knowledge of the community and current events
• Current valid driver’s license

Your job at the library will be active:

• You will have a variety of standing, walking, bending, reaching, pushing, pulling and sitting
• In addition, strenuous activity is required, such as carrying bags or boxes of books or arranging rooms for classes and events.

Additional Information:

• Grade 8; Salary $45,138 - $79,149/year
• Position located at the Savage Branch
• Works under the supervision of the Branch Manager
• 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 HCLS signature events
• Please include a cover letter with application
• Position closes Tuesday, April 22, 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.