Customer Service Manager, Harvard Library, Cambridge, MA

Posted September 10, 2014

Reporting to the Manager of Patron Services, this position has a primary responsibility to manage the access point/portal to production services in the Preservation Department, particularly the Digital Imaging services group. The incumbent coordinates the day-to-day activities of team staff and independently performs a wide range of advanced and complex library duties requiring a substantial knowledge of library wide procedures and services.

Duties & Responsibilities:

Represent the department’s service offerings to staff, faculty, students, and scholars from Harvard and beyond. Communicate with patrons and staff in person and via email, post, fax, and telephone
Primary responsibility for initial customer contact and inquiries received via email and web forms, leading to formal estimates for work to be performed
Serve as a liaison between Digital Imaging and other academic and administrative offices; coordinate provision of service to libraries and administrative units of the university
Respond promptly, courteously, and in a professional manner to requests, claims, and complaints by telephone, email, letter, and face to face
Coordinate with managers in Digital Imaging to facilitate on-time delivery of products; monitor production schedules and timetables to ensure that commitments are met
Ensure compliance with copyright regulations, application of ‘fair use’ and adhere to other intellectual property and privacy restrictions
Perform administrative, clerical and financial duties consistent with local and University standards using a suite of Harvard University administrative and financial systems as approved by Harvard and local systems (order management tools)
Prepare and maintain the supporting documentation required for processing and invoicing service orders, particularly on-going production projects
Monitor and prepare reports of expenditures to date as required
Assist in the preparation of documentation and statistics required for special projects
Prepare and maintain documentation of office practices; updating staff and documentation as practices change
Design, administer and maintain training tools for orientation to order management tools
Operate and provide initial troubleshooting on standard office computer, copy machine, fax machine; assist others in same as well as arranging for service calls
Maintain both electronic and paper files; with attention to records management, annual growth and record disposal
Prepare and monitor preparation of product/service estimates; address patron question regarding payment and order status
Monitor daily income and production workflow
Actively participate in the planning and implementation of new policies and practices
Participate in library-affiliated discussion and working groups and stay informed of trends in the field
Monitor project workflows developed with other library departments and academic units in conjunction with other departmental staff
Maintain a general knowledge of Library wide range of advanced and complex library duties requiring a substantial knowledge of library wide procedures and services, especially interpreting on-line information about Harvard resources
Demonstrate and model a dedication to excellent internal and external customer service
Mentor staff in all aspects of high quality customer service in the context of departmental mission
Must understand and effectively communicate products and services to a wide range of patrons and project partners
Understanding levels of services and appropriate assignment of priorities
Work with all department staff to ensure that the services offered are consistent with presentation policies, procedures and the preservation needs of the collections

Special note: with implementation of a new order management system (the Aeon photoduplication module) on the near horizon, this position will become the front face of use of the system to a distributed audience. We expected to develop a users group for this system and the incumbent would assume a leading role in that development; incumbent would also assume a key role in training and working with the repositories as they implement the system.

Basic Qualifications:

Masters of Library Science or equivalent education or work experience required
Minimum of 5 years of academic library experience required and strong public service orientation, with previous library or customer service work experience required
Minimum of 3 years of experience supervising, training, scheduling, and distributing work for non-exempt level positions required
Demonstrated experience training on technology and workflows required
Proficient knowledge of MS Windows and Office Suite required

Additional Qualifications:

College degree preferred
High proficiency with oral and written communication and the ability to write routine correspondence and memos
Sensitivity to working in a diverse user environment
Ability to solve problems effectively and exercise discerning judgment
Ability to prioritize multiple task in a high paced environment and work productively in a team environment with minimal supervision
Ability to identify situations where customers and colleagues can benefit from the incumbent’s help, and to proactively offer effective/efficient assistance
Strong organizational skills including the ability to establish priorities and achieve goals, to initiate and adapt to change, to analyze and solve problems, to be flexible, and to work both independently and collaboratively
Experience developing productive workplace relationships with customers and staff and consistently convey the professionalism that characterizes the work of the department required