Hiring: Customer Service Director Company: Toledo Lucas County Public Library Location: Toledo, OH Job Posted Time: 2026-09-16 14:32:33 Employment Type: Full-time Target Skills & Keywords : User Experience About the job Required Skills: •The incumbent will have strong leadership skills, can demonstrate independent decision-making abilities resulting in higher consequences of work, and can demonstrate a commitment to TLCPL’s mission and values, including being welcoming, innovative, objective, accountable, and collaborative. •Provides leadership and oversight for system-wide customer service and circulation operations, promoting consistent service practices, teamwork, and accountability. •Develops, implements, and evaluates system-wide circulation policies, procedures, and service standards to support consistent, equitable, and effective customer service. •Provides leadership, coaching, and guidance to Customer Service/Circulation Supervisors and works with supervisors to address operational issues, develop staff, and improve service. •Establishes short- and long-term goals and priorities for customer service and circulation services in alignment with the Library’s strategic direction. •Evaluates customer needs, service trends, and operational practices to identify opportunities to improve customer service, circulation processes, and the customer experience. •Provides leadership and subject matter expertise for circulation, patron account, and other customer service functions within the ILS. Works with appropriate library staff on system development, implementation, problem resolution, data accuracy, and training. •Oversees system-wide customer service and circulation training for new and existing staff, including training related to policies, procedures, technology, and service standards. Qualifications: •Knowledge of library principles, practices, and current trends. Advanced knowledge of circulation services, policies, procedures, and customer service practices. •Knowledge of the ILS, circulation technologies, and related applications that support service delivery. •Strong leadership and supervisory skills, including the ability to coach, develop, and support supervisors and staff while fostering teamwork, accountability, and a culture of service excellence. •Excellent communication and interpersonal skills, with the ability to build consensus and communicate clearly with staff, leadership, vendors, and the public. •Demonstrated capacity to develop, evaluate, and implement policies, procedures, training, and service standards that support consistent customer service. •Strong analytical, problem-solving, and decision-making skills, with the ability to evaluate data, identify trends, and recommend improvements to services and operations. •A bachelor's degree in a related field. (Required) •A minimum of four (4) years supervisory experience. (Required) •A minimum of eight (8) years of professional library experience (Required) •Direct experience in Circulation/Customer Service. (Preferred) Compensation: •$82,805 - $116,007 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!