Customer Service Supervisor
JOB TITLE: Customer Service Supervisor
UW Title: Library Services Assistant - Advanced
DEPARTMENT: University Library (Library Access, Materials Management & Procurement unit)
APPOINTMENT PERCENTAGE (FTE): 100%
ANTICIPATED START DATE: 07/01/2019
Position Summary Statement:
Reporting to the Collection Development Librarian, this position works to effectively lead customer service operations at the Circulation and Textbook Desk on third floor and for the main Library Circulation Desk as needed. This includes first-line interaction and problem solving with library patrons; coordinating circulation activities and staffing; and monitoring day-to-day functions in textbook circulation, stacks maintenance, and supervising customer service at the second service desk. This position is responsible for recruiting, hiring, training, scheduling, and supervising student workers who serve as clerks for this service point. This position assists in troubleshooting technology problems within the unit, as well as training staff with new technologies as they become available. Additionally, this position conducts close coordination with the Library Circulation Supervisor to assure that the hiring, training and evaluation of all student workers provides consistent customer service to all library patrons. Duties for this position may occasionally require evening and weekend hours. This position strives to meet EDI (equity, diversity, inclusiveness) goals of the university.
Essential Job Functions and Responsibilities:
50% Customer Service Supervision Circulation and Textbook Desk
Recommend, establish and implement operating policies and procedures as related to providing and supervising customer service operations. Collaborate with library circulation department to standardize and implement best practices across departments.
Lead daily operation of customer service for Textbook/Circulation service point on the third floor. Act as backup for main library customer service point.
Delegate duties, priorities and responsibilities for daily circulation services demands for this high traffic area.
Recommend changes for greatest efficiency, including evaluating and recommending purchase of software and hardware to enhance department efficiency and effectiveness.
Collect, format and report statistical data on a monthly and annual schedule using appropriate software and electronic file management practices.
Provides assistance and access to information to library patrons via face-to-face and other mediated interactions like telephone, emails, instant messenger, etc.
25% Student Supervision
Interview and hire student workers.
Prepare student Work Authorizations
Train student workers.
Plan and supervise student work tasks.
Schedule student workers.
Approve and maintain student payroll.
Evaluate student work performance.
10% Maintain Instructional Materials
Assure stacks are clean and orderly.
Assure new resources are added to the stacks and withdrawn resources are removed.
Identify damaged or excessively worn resources and assure they are mended, withdrawn or replaced.
Conduct periodic inventory to determine loss and replacement needs.
5% General Office Management
Open/close customer service area.
Use appropriate software to create forms, records, correspondence.
Operate computer and office equipment, including minor troubleshooting, updates and scans.
Revise operations and training documents as needed.
Supervise mail distribution for the Library Learning Center.
5% Professional Development
Engage in at least one professional development activity per year (includes but is not limited to: conferences, workshops, reading work related books or journals, etc.)
Spend at least one hour per week engaging in activities that expand the individual knowledge of current events in instructional technology, instructional design, business operations and management or higher education (includes but is not limited to: conferences, workshops, reading work related books or journals, etc.)
Encouraged, but not required, to participate in committees, task forces, working groups, etc. at the campus, state, or national level.
5% Miscellaneous Other Activities
Other duties as assigned.
A non-standard work schedule to meet operational needs, as needed.
The ability to comply with recognized environmental or safety hazards.
Customer service experience.
Experience in training and supervision.
Associates degree in a related field.
Excellent verbal and written communication skills.
Attention to detail, proofreading and editing skills.
Working knowledge of desktop hardware and standard business software programs (e.g. word processing, spreadsheets, databases) and the Internet.
Experience working successfully in a team environment.
The Library Access, Materials Management and Procurement (LAMMP) department is a unit of the University Library that manages the collections of the library and instructional resources for the campus community. All included--e-books to print texts, digital text books, e-journals, streaming video, e-databases, and periodicals--this unit handles more than 700,000 unique titles. During peak times in the Fall and Spring semesters, we serve nearly every student on campus or in online classes by providing rental textbooks and digital access codes for online course materials.
The University of Wisconsin-Stout offers a rich, dynamic and collaborative environment in which to work and grow. A member of the University of Wisconsin system, UW-Stout is unique within the system--it is named after its founder, James Huff Stout, and holds the distinction of being Wisconsin’s Polytechnic University, a designation which highlights our combination of applied learning, real-world experiences and a solid liberal arts foundation.
UW-Stout offers 48 undergraduate and 26 graduate degrees, including two terminal degrees. Student enrollment is just over 9,500.
UW-Stout faculty enjoy opportunities for cross-disciplinary collaboration, state-of-the-art facilities, and a modern digital environment. UW-Stout values innovative approaches to solving problems in society and industry, and faculty are encouraged to maintain strong ties and seek collaborative projects within their disciplines and industries.
All students are issued laptops. Faculty use the university’s online course delivery system and must be available for online interactions and/or alternate time frames for teaching. Faculty members teach, advise students, conduct research, assess student learning and engage in service activities.
Menomonie, Wisconsin, is a town of 16,000 located in the beautiful Chippewa River Valley, 25 miles west of Eau Claire and 60 miles east of the Twin Cities of Minneapolis and Saint Paul.
More information about the UW-Stout community and region: http://www.uwstout.edu/about/community.cfm.
Facts and data about the university: http://www.uwstout.edu/about/facts.cfm.
The normal work schedule for this position is 7:45 a.m. to 4:30 p.m. or a reasonable timeframe to cover business hours. Some travel is required for necessary meetings, workshops, conference, etc. Occasional evening and/or weekend work is expected and will be assigned by supervisor if needed. Most work is conducted in a standard office environment or the library stacks/service desk.
The minimum starting salary is $15.42 per hour. The hourly rate for this position is negotiable based on experience and available budget. A six-month probation is required. The UW System provides an excellent benefits package including participation in the Wisconsin State Retirement Plan. Benefit details can be found at: https://www.wisconsin.edu/ohrwd/benefits/download/summaries/Univ-staff.pdf.
As an equal employment opportunity and affirmative action employer, UW-Stout is committed to inclusive excellence and is actively seeking applications from individuals from diverse groups; veterans and individuals with disabilities.
In compliance with the Wisconsin Fair Employment Act, employment will be contingent upon a criminal background check and authorization to work within the United States as required by the Immigration Reform and Control Act of 1986.
An offer of employment is contingent upon the final candidate passing a criminal background check and a reference check process. The reference check process includes asking the final candidate and most recent supervisor questions regarding sexual violence and sexual harassment. Final candidates with previous employment within the UW System and State of WI agencies will be subject to additional reference checks.
In response to a public records request, the University of Wisconsin System will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7).
For campus safety information and crime statistics visit:
TO ENSURE CONSIDERATION
Screening of applications will begin 5/21/2019 and may continue until the position is filled. To ensure consideration, complete applications must be submitted by 11:59 p.m. on 5/20/2019.
Your online application will not be considered complete until all required documents are attached, and all required fields are completed. Note: Once you have attached your materials and submitted your application you will not be able to go into the system and change them.
Please be sure you have included the following documents:
- Cover letter specifically addressing how you meet the minimum and preferred qualifications
- Current resume
- Names and contact information for a minimum of three professional work references
Frequently asked questions (FAQs) about our online application system are available via:
For questions regarding this position or recruitment, please contact:
Search Chair: Cory Mitchell
If you need assistance with the online application process or if you submitted your application prior to uploading all of the required application materials, please contact:
Search Coordinator: Dawn Skovbroten
Job Family: Staff