GENERAL PURPOSE: Under general supervision, responsible for coordinating and improving the experiences of members in all the library facilities, ensuring that the library provides excellent and consistent service at all internal and external service points.
PRIMARY DUTIES AND RESPONSIBILITIES:
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
-
As a member of the Public Services team, collaborates with the Customer Experience Manager to deliver high quality library services to patrons and the timely and efficient flow of library materials.
-
Assists CEM with developing, conducting, and managing a comprehensive customer service training program for frontline library staff. Collaborates to ensure staff receive the necessary training, coaching, and mentoring required to provide excellent customer service.
-
Assists CEM with interviewing, hiring, supervising, and evaluating direct reports, and may assist in the process for other frontline customer service staff.
-
Ensures that all essential material circulation functions are optimized for customer friendliness and staff effectiveness.
-
Assists with daily circulation reports and notices and manages a variety of administrative activities including computer records and employee scheduling. Will collaborate with CEM to implement approved service initiatives to all staff.
-
Functions as LOD as needed.
-
Assists in managing a variety of front desk activities and staff.
-
Works with CEM to develop procedures, forms, and guidelines for patron interactions for all staff members; develops and maintains records, systems, and procedures, as well as written and oral reports.
-
Performs other duties as assigned or required.
MINIMUM QUALIFICATIONS:
Education and Experience:
Bachelor’s degree in public administration, business administration, or related field; and three (3) years direct customer service in a library setting; OR an equivalent combination of education and experience.
Required Licenses or Certifications:
-
Must possess a valid Texas Driver’s License.