Apply on Employer Site

St. Joe County Public Library · 2 days ago

Customer Service Senior Manager

South Bend, IN

Full-time

Onsite

Mid, Senior Level

$69K/yr - $100K/yr

3+ years exp

St. Joe County Public Library is dedicated to providing high-quality service to its patrons, and they are seeking a Customer Service Senior Manager to create and implement service standards across the library system. This role involves managing operations related to patron accounts, overseeing staff training, and ensuring a commitment to diversity, equity, and inclusion in service delivery.

Education

Responsibilities

Manage operations relating to patron accounts, home delivery services, readers' advisory, and merchandising at the Main Library, as well as some selected system wide responsibilities in these areas

Manage employees and volunteers in the Customer Service Department. Hire, train, enforce library policies, resolve difficulties, recommend changes to employment status, establish performance standards and evaluate employee performance

Create system wide expectations for high quality Customer Services experiences. Develop evaluations, goals, and performance metrics to ensure quality assistance

In collaboration with the Staff Development Coordinator, develop, maintain and oversee training for staff throughout the system on Customer Service responsibilities

Monitor trends in circulation services, library technologies, Readers' Advisory services, and recommend policy changes as needed

Direct the implementation of experiences and tours at Main Library

Conduct regular meetings of staff working with patron accounts throughout the library system

Participate in library initiatives, projects and teams as well as professional organizations and conference attendance

Perform other duties as assigned

Qualification

MLS degreeIndiana Librarian CertificationPublic library experienceSupervisory experienceIntegrated library systemsVerbal communicationWritten communicationPublic service orientationStaff mentoringChange managementOrganizational skillsProblem solving

Required

ALA (American Library Association) accredited MLS (Master's of Library Science degree) and valid State of Indiana Librarian Certification, Level 2 obtained within 3 years, as a condition of employment

Minimum 3 or more years of public library experience

Minimum 2 years supervisory experience

Strong public service orientation

Knowledge and experience with technology, including integrated library systems as well as personal computers and mobile devices

Knowledge of library materials and services appropriate for a variety of patrons

Excellent verbal and written communication skills, as well as strong organizational skills

Continuing professional development

Ability to supervise, coach, mentor, and empower staff

Ability to plan, prioritize and delegate. Make decisions and work independently and interdependently

Ability to accept and manage change. Maintain composure and overcome stress in any situation

Ability to identify efficiencies and implement improvements in workflow

Ability to understand, endorse, and communicate the St. Joseph County Public Library's policies and procedures in a courteous, friendly, and positive manner

Ability to be enthusiastic, creative, flexible, energetic, value diversity, and possess a sense of humor

Ability to problem solve in a professional manner with Library patrons, co-workers, and Leadership

Ability to maintain patron and staff confidentiality

Ability to take charge in emergency situations

Ability to stay abreast of changes in literary formats, technology, and library trends

Ability to manage confidential information appropriately

Ability to understand and endorse the St. Joseph County Public Library's policies and procedures