Customer Service (Experience) Manager
We are seeking a Manager with a passion for leading staff and providing an extraordinary customer experience to a wide range of audiences, across multiple service points. This leadership position requires a Master’s degree in Library Science (MLS) from an ALA accredited college or university.
The position is responsible for analyzing data about current Library usage and customer feedback, customer satisfaction, and trends to align improve processes and ensure services are meeting customer needs and preferences and are aligned with the Library’s strategic plan.
The successful candidate has excellent interpersonal communication abilities (EQ) and enjoys applying analytical and critical thinking talents for problem solving. This position requires strong organizational and time management skills. Seize your opportunity!
This position is an active member of the library's Leadership team. Be prepared to lead!
- Master’s degree in Library Science (MLS) from an ALA accredited college or university required.
- Three years of professional leadership and/or supervisory experience required.
- Indiana Public Library Certification – Level 2 required. ALA-accredited MLS degree (or ability to become certified) required.
- Working experience with best practices in Customer Service delivery highly preferred.
- Experience with project management and planning helpful.
- Excellent listening and communication skills.
- Consistently models pleasant and positive behaviors; demonstrates responsive problem solving skills. Excellent interpersonal skills for interacting with a diverse public and staff.
- Strong organizational and time management skills.
- Demonstrated ability to lead, skilled in persuasive communications, collaboration, mentoring, coaching, and training and development, resulting in increased employee skills and empowerment.
- Strong application of consistent and supportive performance management responsibilities.
- Demonstrated knowledge and experience with behavioral, results-driven talent selection techniques.
- Proficiency in process improvement and evaluation; ability to apply data analysis findings in support of enhancing the employee/customer experience.
Monroe County Public Library is located in beautiful Bloomington, Indiana.
The library enjoys strong support in a community that values education, arts, culture, diversity, and civic engagement. The library employs approximately 170 staff, and serves the vibrant community of Monroe County’s 146,986 citizens, with an estimated operating budget of $10 million.
Our community benefits from the integration of both large and small employers, including Indiana University, a wide array of life sciences companies, a thriving technology industry, and Indiana University Health, (Bloomington Hospital) which is part of Indiana’s most comprehensive healthcare system. Learn more about Bloomington by listening to WFHB, Indiana’s first community radio station, Volunteer-powered and listener-supported since 1993.
For further information about this job and how to submit your resume visit: http://mcpl.info/
This position requires a Master’s Degree in Library Science from an ALA accredited university; a minimum of three years progressive supervision/management experience in a library, including supervision of professional staff.