Job Title: Customer Service Manager
Department: Operations
Reports To: Head of Operations

Under the direction of the Department Head, support the overall mission of the library by managing all aspects of the Customer Service team. Enforce library policy and procedures as they relate to Customer Service. Meet the goals and objectives as defined by the department.

Essential Functions:
1. Plans, coordinates, and applies the library's service model, proactively providing high quality services that address the needs of customers.
2. Recommends and leads operational procedures to fulfill customer needs along with the Library’s goals.
3. Interviews, hires, manages, trains, schedules and evaluates department staff; responsible for ensuring appropriate staffing levels at departmental service points and through online interactions.
4. Fosters a culture of excellent customer service. Provides accurate, friendly, and courteous service to assure a positive library experience, and leads others to do the same.
5. Provides customer service at service points and trains new staff on departmental duties.
6. Interprets library policies and operations for the public; responds to escalated customer questions, concerns, and complaints.
7. Collaborates with the leadership team on process improvement strategies and special projects for the Library as required.
8. Investigates, researches, and resolves internal personnel issues with the assistance of the Department Head, Executive Director, and Human Resources.
9. Manages customers’ accounts and the department’s revenue ethically, and with discretion.
10. Prepares reports and statistical data as needed.
11. Serves on committees and attends outreach and meetings activities as requested.
12. Stays current in customer service and library circulation trends through continual learning and professional development.
13. Ensures all policies of the Barrington Area Library are followed.
14. Performs other duties as assigned.

Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
• Ability to communicate with intelligence, confidence, and compassion.
• High level of proficiency with Microsoft Office suite and aptitude to learn ILS software.
• Basic knowledge in current technologies utilized in a public library setting.
• Experience with general supervision, scheduling and fostering a collaborative team.
• Ability to travel locally as needed.

Competencies - To perform the job successfully, an individual must demonstrate the following competencies:
• Ability to make independent decisions and exercise excellent judgement and discretion with customers.
• Ability to lead a cohesive team while fostering individual personal and professional growth.
• Ability to continually represent the Library’s brand.
• Ability to implement continual quality improvements in collaboration with the Head of Operations.
• Ability to maintain knowledge of library products and services.

Education and/or Other Requirements:
• Bachelor’s degree and 5 years of work experience with progressively increasing responsibility in a library or customer-driven environment. A combination of education and relevant work experience may be considered.
• A minimum of 2 years of supervisory experience is preferred.

Physical Requirements:
1. Required to see, walk, sit, stand, talk and hear.
2. Occasionally required to bend, stoop, kneel, and crouch.
3. Physical dexterity to reach shelves of various heights, push full carts and lift heavy containers occasionally (up to 40 pounds) during a work shift occasionally.
4. Ability to read, write and communicate fluently in English.
5. Dexterity to perform data entry on a computer, laptop, iPad, or other electronic device.
6. Visual acuity sufficient to read print in 8 point font.

This job description describes a general category of jobs. In order to meet the needs of the Barrington Area Library or its departments, employees may be assigned other duties, in addition to or in lieu of those described above, and any duties are subject to change at any time.

The Barrington Area Library is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Library will review a reasonable request for accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.