Manager of Client Services

2 weeks ago

Kitchener, Canada Library Services Centre Full time

**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 day-to-day 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 team-building, 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 people-management skills; and a strong team player
- Excellent analytical and problem-solving 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

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