Description
LibraryIQ seeks a dynamic and passionate Customer Service Support Specialist (CSSS) to support a wide variety of library staff using LibraryIQ performance analytics tools. The CSSS will resolve customer issues while proactively improving the customer experience. The CSSS will engage users to increase platform use and seek out opportunities to improve the user experience whether through recorded trainings, building marketing emails or presenting at library conferences.
Responsibilities
Ensure customers get fast and thorough response to support tickets
Keep clients engaged and regularly using LibraryIQ
Interpret data to identify red flags and performance improvement opportunities
Build customer loyalty and advocate for platform improvements
Foster customer-centric team environment
Quickly build relationships with meaningful interactions
Requirements
Requirements
Bachelor’s degree (MLS or MLIS is preferred)
3+ years of customer/patron support experience, preferably in the library industry
Excellent communication and interpersonal skills
Ability to work collaboratively with a team
Strong client service orientation
Willingness to travel as needed
Knowledge of library industry trends and best practices
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources