Customer Service Supervisor - Jerry Falwell Library

About the role

Working independently and exercising excellent judgment and discretion, the principal role of the Customer Service Supervisor is to ensure that patrons of the Jerry Falwell Library have an excellent customer service experience. This position directly supervises the nine Customer Service Specialist I (CSSI) positions in the Learning Commons department, creates and manages weekly schedules for all CSSIs and Customer Service Assistants, designs and provides training on customer service expectations and the department manual, maintains library resource presentation in the book tower and robotic system, oversees supply inventory, lost/found, locker upkeep and policy enforcement, conducts personnel evaluations, and handles employee onboarding/outboarding procedures. The supervisor also serves as a shift supervisor during nights and weekends as needed, assists with information assistance for circulation, research, directional, and technology inquiries, opens and closes the building, manages Learning Commons areas including group study rooms, and enacts the Emergency Response Plan when required.

Responsibilities

• Supervise, train, and evaluate CSSI staff in all matters related to customer service expectations and the department manual.
• Write, publish, and manage schedules for all department student employees and CSSIs.
• Implement an ongoing plan to ensure book stacks, lockers, and lost/found are easily accessed and used by customers.
• Assist with administrative duties including new hire paperwork, termination procedures, maintaining employee records, and writing/giving evaluations.
• Provide shift supervision and oversight of the building, spaces, and emergency response implementation during nights and weekends according to staffing needs.
• Synthesize data for assessment and maintain an organized environment conducive to research, study, and scholarship.
• Demonstrate ability to work with diverse populations, supporting an equitable and inclusive environment.
• Remain abreast of existing and emerging technologies, processes, products, services, and industry performance benchmarks.
• Work effectively as a team member, embracing and fostering the University’s mission.
• Supervise up to a dozen staff on duty at a time and train approximately 50 student employees and staff.
• Model, give feedback, mentor, and instruct in departmental procedures; encourage and correct behaviors through evaluations, disciplinary action forms, and other corrective measures.
• Monitor employee interactions with customers and ensure workers on other floors fulfill responsibilities.
• Communicate regularly with staff to disseminate information effectively.

Requirements

• Four-year degree or equivalent years of experience in account management, customer service, or library work.
• Two-plus years of supervisor/management experience with a demonstrated commitment to mentoring, training, and staff development.
• Strong commitment to public service.
• Demonstrated knowledge of library services such as research/technology assistance, resource organization, and library spaces.
• Background in supervisory or instructional experience preferred.
• Effective communication both verbally and in writing.
• Ability to intuitively reason, analyze information and events, and apply judgment to solve routine and complex problems.
• Excellent computer and organizational skills.
• Regularly required to lift 20 pounds or fewer.
• To obtain LU‑approved driver certification: must be 21 years of age or older, possess a valid driver’s license with at least five years of documented driving history, and maintain a clean driving record.

Skills

• Effective verbal and written communication.
• Ability to intuitively reason, analyze information, and apply sound judgment.
• Excellent computer and organizational skills.
• Capability to lift 20 pounds or fewer.
• Eligibility for LU‑approved driver certification (age 21+, 5+ years driving, clean record).

Benefits

• Eligible for comprehensive benefits including health insurance, retirement plans, and tuition assistance.

Pay

The position offers a salary range of $45,000.00 – $55,000.00. Compensation is determined based on qualifications, experience, education, skills, certifications, University needs, and external market conditions, with market benchmarks and internal equity used to ensure fair pay.

Schedule

Full‑time, onsite role. The supervisor is expected to serve as a shift supervisor as scheduling gaps require, which may include some nights and weekends to support the library’s >100 hours of operation.