Customer Service Senior Manager

St. Joe County Public Library•South Bend, IN

About The Position

The Customer Service Senior Manager creates and implements the standards of service for the entire St. Joe County Public Library system, ensuring all library patrons receive the highest level of service. Under the direct supervision of the Director of Patron Experience, and with an unwavering commitment to diversity, equity, and inclusion, the Customer Service Senior Manager will: 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.

Requirements

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.
Plan, prioritize and delegate.
Make decisions and work independently and interdependently.
Accept and manage change.
Maintain composure and overcome stress in any situation.
Identify efficiencies and implement improvements in workflow.
Understand, endorse, and communicate the St. Joseph County Public Library’s policies and procedures in a courteous, friendly, and positive manner.
Be enthusiastic, creative, flexible, energetic, value diversity, and possess a sense of humor.
Problem solve in a professional manner with Library patrons, co-workers, and Leadership.
Maintain patron and staff confidentiality.
Take charge in emergency situations.
Stay abreast of changes in literary formats, technology, and library trends .
Manage confidential information appropriately.
Understand and endorse the St. Joseph County Public Library’s policies and procedures.

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.

Benefits

Medical, Dental, and Vision Health Plans
Employer Sponsored Pension Plan (Fully Vested after 10 Years of Service)
Public Employees' Retirement Fund and Hoosier S.T.A.R.T 457(b) Employee Funded Retirement Plans
Flexible Spending Account (FSA)
Employer Sponsored Life/AD&D and Long Term Disability Insurance
Employee Assistance Program
Tuition Reimbursement
208.4 Vacation Hours (26 days) annually
80 Sick Hours (10 days) annually
10 Paid Holidays