Manager of Client Services - Kitchener, Canada - Library Services Centre

Library Services Centre

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About LSC
For over 50 years, the Library Services Centre (LSC) has stood as an industry leader serving libraries across Canada. We provide comprehensive acquisitions, cataloguing, processing, and consultancy services for libraries of all sizes and budgets.

We continue to revolutionize and expand our services and keep ahead of trends so that our clients can focus on their patrons.

Together, we keep Canadian libraries current and innovative.

Job purpose

Primarily responsible for the retention of LSC's client base this role also serves to help the organization in the operation of hundreds of custom Automatic Release Plans (ARPs) for LSC's library clients.

Duties and responsibilities
Continually assess and improve the roles and the skilled knowledge of staff to deliver on the desired client experience. Manage and oversee the day-to-day service activities ensuring clients are assisted appropriately.

Monitor the service requests, work volumes, and problem resolution processes ensuring employees are taking appropriate timely action to meet/exceed expectations.

Duties include:

Measure client satisfaction and loyalty that provides feedback about our services and client touch points
Serve as a liaison between LSC's internal resources and our clients
Manage and lead the Customer Service and Selection Services teams
Assign tasks, and responsibilities on a daytoday basis to team members
Assist other departments in resolving client issues
Develop and maintain a customer experience plan that maximizes internal and external client relations and provides all clients with mechanisms for feedback and visibility to improvements
Provide reports to leadership team on key customer satisfaction metrics and make recommendations to continuously improve them
Collaborate with other internal departments, to prioritize the most valuable service and process improvements
Create, manage and optimize Automatic Release Plans for our library clients
Other duties as required and as assigned by the Director, Business Development, Sales & Marketing

Skills and Qualifications

Bachelor's Degree in Business, Marketing or Communications; or equivalent experience
Minimum 3 years of management experience in providing strategic and operational direction to maximize customer loyalty and experience
Minimum 2 years experience in customer service management capacity
Minimum 2 years in Automatic Release Plan management
Demonstrated ability to work across departments to streamline operating procedures, communication channels, and feedback
Computer experience and literacy are essential with significant EXCEL expertise in creating moderately complex spreadsheets
Exceptional teambuilding, coaching, counseling, and corrective action, and performance development abilities; ensuring staff understand their role accountabilities, task assignments, and performance expectations
Able to work well with other managers and leadership team members
Proven peoplemanagement skills; and a strong team player
Excellent analytical and problemsolving skills, including the development and monitoring of Key Performance Indicators, with limited resources
Strong verbal and written communication skills, and proven ability to manage difficult internal and external conversations, requests, and conflicts
Experience providing value added customer service as required
Ability to consistently meet deadlines
Knowledge of the public library or publishing industry is strongly preferred