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Customer Experience Specialist ID - 12360

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.

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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
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