Customer Service Leader

1 week ago

Lynchburg, Virginia, United States Liberty University Full time

Working independently and exercising good judgment and discretion, this role oversees the services provided at the Jerry Falwell Library's information desks. The position's duties include training and supervising department employees per the customer service philosophy of the library and performing collection maintenance, including library reserves. This role includes assisting customers with research needs, technology questions, and the circulation of materials. This position is part of a team responsible for opening, closing, and managing library spaces during all operating hours. As a shift supervisor, the person in this role must demonstrate excellent judgment and calmness in enacting Emergency Response Procedures as needed. Frequent decision-making and problem-solving are necessary for ensuring a safe, efficient, and welcoming library environment conducive to teaching, learning, and research.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Provides shift supervision and oversight of the Curriculum Library spaces, services, and emergency response implementation on nights, weekends, and holidays. This position works in the Curriculum Library in JFL and reports to the Curriculum Library Manager.

2. Participates in the training and supervision of Customer Service Assistants, ensuring an excellent frontline customer experience.

3. Performs collection management duties including inventory, book processing, and other special projects assigned by the supervisor.

4. Facilitates payments from community members using the University's accounting software.

5. Offers circulation assistance by checking materials in and out, updating customer accounts, and troubleshooting issues related to finding materials in the Curriculum Library.

6. Gives basic technology and research assistance according to customer needs. Customers include faculty, staff, students, alumni, and community members including children.

7. Performs general duties such as collecting information streams for assessment, providing directions, and other tasks needed to maintain an organized environment conducive to study.

8. Remains abreast of existing and emerging technologies, processes, products, services, and leading industry performance benchmarks.

9. Strictly adheres to Liberty University policies, representing the University in an exemplary manner.

10. Works effectively as a team member, embracing and fostering LU's mission.

SUPERVISORY RESPONSIBILITIES

This position is responsible for supervising student workers in the Curriculum Library. The person in this role is expected to model, mentor, and instruct in departmental procedures and provide employee feedback regarding their performance. Supervisory duties entail encouraging and correcting behaviors through employee evaluations, Disciplinary Action Forms, and other corrective measures. The shift supervisor must be highly engaged, monitoring employee interactions with customers while performing administrative tasks.

QUALIFICATIONS AND CREDENTIALS
Education and Experience

Required: High school diploma. At least 3.0 GPA if a college student. Well-developed communication skills. Demonstrated knowledge of library services and/or children's literature.

Preferred: Background or coursework in education. Experience working in libraries. Supervisory and training experience.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB
Communication and Comprehension

  • Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
  • Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
  • Possess public communication skills that allow professional representation of Liberty University to a variety of business, government and community customers and associates.
  • Strong organizational skills.
  • Computer and scheduling skills.
Problem Solving
  • Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
Physical and Sensory Abilities
  • Required to travel to local and campus locations.
  • May be required to sit to perform deskwork or type on a keyboard.
  • Regularly required to hear and speak in order to effectively communicate orally.
  • Regularly required to stand, walk, and climb stairs to move about the campus.
  • Handle materials, reach overhead, kneel or stoop in order to conduct business.
  • Regularly lift 10 or fewer pounds.
WORKING CONDITIONS

Work Environment

The working environment in which one will typically perform the essential functions of this position is a climate-controlled setting. It is well lighted and the noise level is moderate. The working environment also includes the facilitation of occasional outdoor events.

Driving Requirements

Use of one's personal vehicle (or LU vehicles) may be required for travel in the performance of the essential functions of this position. Proof of a valid Virginia driver's license, an acceptable DMV record, and liability insurance is required.

Target Hire Date
2025-04-02

Time Type
Full time

Location
Lynchburg - In Office

The University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes. It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job. All personnel related activities such as compensation, benefits, transfers, job classification, assignments, working conditions, educational assistance, terminations, layoffs, and return from layoffs, and all other terms, conditions and privileges of employment will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including all applicable state of employment protected classes. The University is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements. The University's hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the "religion" component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment practice preference to members of their own religious beliefs.

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