Assistant Customer Service Manager

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Employment Type

Job Summary

Are you a motivated, organized leader with a passion for customer service and community impact? Join the Olathe Public Library as an Assistant Customer Service Manager, supporting daily operations, supervising front-line staff, optimizing workflows, and fostering a collaborative, customer-focused environment. 

Starting Salary: $63,440 to $74,660 annually, depending on qualifications. 

For more details, review the full job details and requirements below.

The Assistant Customer Service Manager supports the management and operation of customer service functions, assisting the Customer Service Manager in ensuring high-quality service delivery. This role focuses on supervising daily operations, fostering team development, and enhancing the overall customer experience in alignment with the organization's values and goals. The position also supports operational efficiency and communication within the department and across teams. 

Key Responsibilities 

• Oversees customer service, building safety, and billing operations for an assigned team, ensuring seamless service delivery, operational efficiency, and policy compliance; manages staff through coaching, mentoring, and performance evaluations; provides recommendations on hiring, promotions, salary adjustments, and disciplinary actions to support the development of a high-performing team.

• Identifies and implements process improvements aligned with strategic vision to enhance operational efficiency and business practices; leverages innovative solutions to optimize service delivery and contributes to the development of department business plan and performance planning documents. 

• Fosters clear, consistent communication within the team and with external stakeholders; handles high-level customer escalations ensuring prompt and effective resolution; monitors and evaluates staff interactions to maintain high service standards.

• Ensures appropriate staffing and resource allocation to meet service demands and support organizational goals; oversees scheduling and workload distribution, manages operational tools, and upholds data security and confidentiality of both personnel and customer records.

• Represents the department on citywide and organizational committees, fostering partnerships with key stakeholders; drives alignment between customer service objectives and broader organizational goals; leads outreach efforts, facility tours, and community initiatives, strengthening external relationships and promoting services. 

Qualifications

Experience: Four years of customer service experience is required, including three years in a supervisory role. Familiarity with library services, technology, and management systems is preferred. 

Education: A bachelor’s degree in library science, public administration, education, literature, or a related field is required. A master’s degree in a related field is preferred. Equivalent experience may substitute for education. 

Licenses & Certifications: A valid driver’s license and favorable driving record are required.   

Language: Proficiency with verbal and written English language is required. Additional proficiency with Spanish and American Sign Language is preferred.