Innovative Interfaces Inc., Emeryville, California: Information Resources and Training Coordinator

With over 25 years of partnership with the library community, Innovative Interfaces (http://www.iii.com) is the leader in providing Web-powered, Java™-based automated library systems. Its flagship product offering, Millennium, is installed in thousands of libraries in 42 countries around the world. The company is headquartered in Emeryville, California, with offices around the world.

The Customer Services Information Resources and Training Coordinator is responsible for coordinating the information resources and training needed by the Customer Service staff. This includes managing, organizing, developing and delivering information for use by customers and Innovative staff. In addition to managing information resources, the Customer Services Information Resources and Training Coordinator is also responsible for training and supporting the staff on customer services issues such as application questions reported by customers and for responding directly to customers on questions requiring in-depth training knowledge in order to resolve the problem. This position reports to the Director, Customer Services Department.

RESPONSIBILITIES

• Plan, review, develop and manage appropriate information resource and training tools for customer service staff
• Provide training assistance to staff on customer service procedures including customer call processes, new products and services, and library practices and procedures.
• Develop and maintain information resources on the internal and external customer service websites
• Manage the updating and maintenance of information resources on CSDirect including FAQs, Known Issues, Service Commitments and CSDirect headlines
• Provide service support training to customers, particularly focusing on customer service information tools
• Develop and revise training plans and programs for new staff as well as on-going refresher and hot topic training
• Work with Customer Services Director to develop customer service competencies and develop information resources to support these
• Monitor incoming requests to Customer Services department for software and hardware problem patterns and develop information resources to assist in resolving these reoccurring issues
• Manage specific customer service queues to provide general customer service assistance
• Develop and provide documentation and tools for customer service training and support
• Recommend documentation changes to Documentation Department
• Facilitate handling of difficult customers with managers
• Advise on recommended module enhancements based on experience with CS staff and customers

REQUIREMENTS

• B.A./ B.S., M.L.S. or equivalent experience
• Minimum of two years successful library and training experience; sound understanding of business and customer services practices and procedures.
• Excellent teamwork, communication and interpersonal skills; flexibility, adaptability and initiative; ability to work effectively and accurately under pressure; strong commitment to providing superior customer service.
• Excellent presentation and training skills
• Some conference travel and occasional irregular shift schedules may be required.

Please send letter of application and resume to:

Mail: Innovative Interfaces Inc.
Mail: ATTN: Job Code: IRTC
Mail: 5850 Shellmound Way
Mail: Emeryville, CA 94608

Fax: 510-450-6396

E-mail: hrdept@iii.com

Website Address: http://www.iii.com

Innovative Interfaces is an Affirmative Action / Equal Opportunity Employer EEO/AA/F/D/V