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  • Wilson, Bruce
    Director, Library Customer Services, Emeryville Reports to Senior Vice President, Library Service and is responsible for the overall leadership, management,
    Message 1 of 2 , Nov 3, 2008
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      Director, Library Customer Services, Emeryville

      Reports to Senior Vice President, Library Service and is responsible for
      the overall leadership, management, and provision of support services
      and client relations for customers worldwide. The Director is a member
      of the Library Service management team and, through Unit managers, has
      responsibility for Help Desk, application support specialists, technical
      support specialists, release management.

      Duties

      * lead and manage customer service staff (both Emeryville-based and
      field based)
      * To maintain and promote excellent client relations
      * To solicit input from customers and adapt services accordingly to
      ensure we continue to provide excellent customer service
      * To lead the provision of Help Desk services to customers world-wide by
      means of phone, Web-based consultation, and the on-line support center
      * To serve as a point of contact for critical and escalated customer
      issues when senior management attention is needed
      * To liaise and consult with other staff to achieve the successful
      provision for quality services to clients
      * To ensure that staff have requisite knowledge and skills to do their
      job
      * To coordinate and assist in the provision of supportive staff
      documentation
      * To evaluate and strategize on support service needs
      * To contribute to Company policy and strategic planning

      QUALIFICATIONS:

      * Several years experience at management level in a library or
      information access-related industry.
      * MLS or equivalent
      * Strong commitment to quality customer service and satisfaction and an
      understanding of the requirements to provide that service
      * A thorough knowledge of client relationship management and tracking
      * Broad experience in the development and use of automated systems,
      particularly for libraries.

      Tori Covington
      Tori.covington@...
      <http://www.linkedin.com/redirect?url=http%3A%2F%2FTori%2Ecovington%40in
      focurrent%2Ecom&urlhash=Dptf&_t=disc_detail_link>





      Bruce A. Wilson, M.Ed., M.S.L.S., C.A.S.

      Reference Librarian, W.Va. State Law Library

      304-558-2607 (direct dial: 304-340-3980)

      FAX: 304-558-3673



      The bicycle is the most civilized conveyance known to man. Other forms
      of transport grow daily more nightmarish. Only the bicycle remains pure
      in heart. ~Iris Murdoch, The Red and the Green





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