Edgewood Customer Service Supervisor

Richland Library is seeking to hire a Customer Service Supervisor at our Edgewood location.

Sample Duties:

• Supports the department / location manager with the training, and supervision of staff and volunteers including but not limited to, assigning and communicating daily activities and deadlines, guiding the work of staff and volunteers, communicating important location, system, and organizational information and updates, and coordinating training
• Works directly with customers locating, checking out, and renewing materials, placing holds, using automated library system; assists customers (in-library and on telephone) with basic informational and directional requests
• Assists customers with using PAC terminals, copiers, and other equipment
• Answers reference and technology questions, responds to customer requests, completes complex processes correctly, interprets Library policies and procedures to customer and other staff members, and refers customers to professional staff for assistance as appropriate
• Uses technology for a variety of tasks including communication, scheduling, creating reports and tracking data; monitors automated functions and equipment; escalates issues to appropriate staff, as needed; maintains current knowledge of developments in the Library technologies
• Plans, assists with, and/or conducts programs and trainings for diverse audiences including but not limited to, story times, film showings, and technology trainings
• Supports department / location needs, including completion of opening and closing procedures, maintaining supplies, statistics, and performing cash reconciliations, cleaning, checking and trouble-shooting equipment, scheduling and confirming meeting room reservations, and shelving materials to sustain the Library’s collection
• Responds to and resolves problematic customer situations and events; enforces the Richland Library Code of Conduct and follows established guidelines 
• Implements best practice standards and assures compliance with all guidelines, policies, and procedures
• Answers questions and interprets and communicates general policies and procedures to customers
• Conducts searches for holds and other materials on shelves using printouts and lists
• Empties materials return boxes, transports materials and processes returned items
• Gathers, compiles, or submits data for trend analysis and/or reporting
• Follows organizational, County, and public health and safety guidelines and protocols and performs job functions in a safe manner; reports all safety hazards per established policies and procedures
• Attends and participates in staff and professional group meetings; stays current on new trends and best practices 
• Learns and consistently exhibits Richland Library’s brand promises in all interactions with customers and colleagues; provides outstanding customer service to all internal and external customers; successfully ascertains and meets the individualized needs of each customer
• May be required to work nights and weekends based on organizational responsibilities and job requirements
• May manage operations during absence of higher-level staff

Minimum Requirements:

High School diploma or GED; supplemented by four (4) years of related experience, including experience as a lead-worker or demonstrated ability to lead the work of others; or an equivalent combination of education, certification, training, and/or experience

Location, Salary & Hours:

Where: Richland Library Edgewood, 2101 Oak Street, Columbia, SC 29204

Salary: $34,125-$41,000 yearly, plus excellent benefits.

Hours: 37.5 hours per week, including evening and rotating weekend hours.

Week A: Monday - Wednesday 9:00 am - 5:30 pm, Thursday 12:00 pm - 8:00 pm, Friday - OFF, Saturday 9:00 am - 6:00 pm 

Week B: Monday - Wednesday 9:00 am - 5:30 pm, Thursday 12:00 pm - 8:00 pm, Friday 9:00 am - 6:00 pm , Saturday - OFF           

Job Role & Level: A4; Pay Grade & Salary Band: 4; FLSA Status: Non-Exempt

Deadline: Open Until filled. Applicants will be notified by email once the position is filled.

No phone calls and/or in person inquiries regarding status of applications. Applicants selected for interview will be contacted by phone. All other applicants will be notified via email when position is filled.

Why the Richland Library?

Richland Library is a vibrant, contemporary organization that provides resources and information that advance the Midlands. Offering state-of-the-art technology, a great variety of literary and cultural programs and 12 bustling facilities located throughout the county, Richland Library offers a truly customized, modern library experience for residents and visitors alike. 

The Richland Library is an award-winning, forward-thinking public library system because of our exceptional, diverse staff, who are passionate about serving our community. Be a part of our team and help us to continue to fulfill our mission to help our customers learn, create and share.

We are guided by our shared Vision: “to enhance the quality of life for our entire community”; and by strategic objectives including advancing our community, having an engaged staff who make a significant positive difference, and enhancing the experience and outcomes of customers who interact with Richland Library.

Salary : $34,125 - $41,000