Circulation Services Lead (Full-time)
About The Position
The Circulation Services Lead provides service leadership within the Circulation Department by fostering an exceptional patron experience, supporting staff development, and promoting consistent, high-quality public service. Through visible leadership, daily engagement, and on-the-job coaching, this position models the library's service standards while creating a collaborative, welcoming, and customer-focused environment. Working in partnership with the Circulation Operations Specialist, this position helps ensure that both people and processes support the Library's mission of providing outstanding service to every patron. The primary area of ownership for this role includes People, Public Service, and Daily Operations. The Circulation Services Lead is responsible for leading the daily public service experience within the Circulation Department, focusing on developing employees, supporting patrons, maintaining service standards, fostering teamwork, and providing visible leadership throughout daily operations. This position is responsible for leading people so they can confidently deliver exceptional service.
Requirements
- Excellent interpersonal and communication skills.
- Strong conflict-resolution and customer service abilities.
- Ability to prioritize work in a fast-paced environment.
- Ability to work independently while fostering collaboration.
- Technological proficiency and willingness to learn new systems.
- Ability to explain library technology and services to patrons.
- Ability to coach, motivate, and develop employees.
Nice To Haves
- Master’s degree in Library Science or related field preferred; other qualifications considered.
- Minimum of three years of library customer service experience preferred.
Responsibilities
- Train, coach, and mentor Circulation Assistants and Pages.
- Coordinate onboarding for new employees.
- Provide ongoing performance feedback and support.
- Foster employee engagement and professional development.
- Model exceptional customer service.
- Assist staff with complex patron situations.
- Resolve patron concerns and support service recovery.
- Reinforce library policies and service standards.
- Provide visible leadership during daily operations.
- Assist with workflow and staffing priorities.
- Serve as acting supervisor when needed.
- Perform all duties of a Circulation Assistant.
- Partner with the Operations Coordinator to support department effectiveness.
- Collaborate with managers on departmental initiatives.
- Recommend improvements to services and workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
