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Customer Experience Specialist
About the position
At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. We are looking for a motivated and collaborative individual to join the Library Department as a Customer Experience Specialist. Under general supervision, this role ensures excellent and consistent service for all visitors of the New Braunfels Public Library system.
Responsibilities
- Manages Library Aides and Assistants as assigned. ,
- Collaborates with the Branch Manager to deliver high quality library services to patrons and the timely and efficient flow of library materials. ,
- Serves as Branch Manager in the Branch Manager's absence. ,
- Models exemplary customer service and holds staff accountable to expectations. ,
- Assists the Branch Manager with developing, conducting, and managing a comprehensive customer service program for library staff. ,
- Collaborates to ensure staff receives the necessary training, coaching, and mentoring required to provide excellent customer service. ,
- Assists the Branch Manager with interviewing and hiring of library staff. ,
- Ensures that all circulation functions are optimized for customer ease and staff effectiveness. ,
- Assists with daily circulation reports and manages a variety of administrative activities including data management and employee scheduling. ,
- Makes recommendations for process improvements and collaborates with the Branch Manager to implement service initiatives to all staff. ,
- Serves as a mentor and takes a leadership role in staff meetings. Leads small groups to complete and report on assignments. ,
- Functions as Librarian on Duty and staffs service desk as needed. ,
- Performs other duties as assigned or required.
Requirements
- Bachelor's degree; and three (3) years of customer service experience; OR an equivalent combination of education and experience. ,
- Must possess a valid Texas Driver's License. ,
- Knowledge of principles and practices of quality customer service, staff training and development. ,
- Proficient in Microsoft Office Suite and ability to adapt to emerging technologies as needed. ,
- Knowledge of principles and practices of supervision. ,
- Knowledge of circulation and reference principles. ,
- Knowledge of library computer systems, software, and databases.
Nice-to-haves
- Prior library experience performing public service functions.
Benefits
- Competitive medical, dental and vision insurance ,
- 2:1 match on retirement contribution ,
- Paid volunteer time off - 16 hours per year ,
- Vacation accrual starts at date of hire - up to 120 hours annually your first year ,
- Get paid to stay - longevity pay on top of your regular pay after one full year ,
- Tuition reimbursement program ,
- Bilingual pay offered ,
- Professional and personal development training available