Floor Manager, FT

Lexington Public Library•Lexington, KY

13h•$20•Onsite

About The Position

Floor Manager, Full-Time (Northside Branch) The Lexington Public Library (LPL) is a dynamic organization that strives to educate, entertain, and connect all people who live, work, or play in the greater Lexington area. Library staff provide excellent customer service, a welcoming environment, and a commitment to LPL’s mission and core values, which can be found here . To keep LPL progressing forward, the Floor Manager is responsible for ensuring customers have a pleasant experience and are satisfied with library service. These responsibilities include working with customers in all areas of the library; training staff to provide high quality customer experience; supervising volunteers at the location level; displaying and promoting library materials, programs, and services; and conducting collection management. The Floor Manager works directly with the Marketing Department to create consistent marketing of collections and services across the system and acts as a role model, setting positive example for the entire team. Starting Hourly Pay $19.78 Primary Work Schedule Monday, Tuesday, Wednesday and Friday, 9:00am-5:00pm. Thursday, 11:00am-7:00pm. Every fourth weekend- Friday 10:00am-6:00pm, Saturday 9:00am - 5:00pm, and Sunday 12:30pm - 5pm. Position may require occasional evening, weekend and out of library hours. Applications for this position will be accepted until 4 pm on Monday, January 12, 2026. Applications must be completed online at www.lexpublib.org As a Full-time Floor Manager, a typical day may include the following… Greet customers throughout the library and model exceptional customer service at all times. Conduct Readers’ Advisory, provide basic computer, tablet and e-reader troubleshooting, assist customers in use of meeting spaces, help customers use the Internet, fax machines and copiers, help customers apply for library cards and help customers check out material and resolve account issues. Use design thinking principles in conjunction with the Marketing Department to identify customer touch points and propose solutions to barriers to service. Perform service recovery to minimize and mitigate negative customer interactions. Train staff to engage with our community by creating positive customer interactions using a “people first” service delivery model. Train volunteers and staff to welcome customers in person, on the phone and virtually using quality customer service models. Ensure staff promote upcoming programs, new and existing services, and library products. Assist in training staff to make meaningful recommendations for books, movies, music, games, and outside resources and experiences with an understanding of the needs of customers. Interpret and explain LPL policies, procedures and resources to customers and staff. Maintain an awareness of trends and developments within the community. Maintain and cultivate our collections by promoting and merchandising all library materials, curating and maintaining seasonal, popular, and community based special collections and displays; weeding dated, damaged or unattractive library materials and ensuring library items are shelved quickly and accurately. Create and maintain welcoming spaces by designing and maintaining displays to ensure that they are timely, appealing, and are stocked and refreshed regularly, ensuring that the location is comfortable and responsive to customer needs. Work with Department of Education and programmers to promote and support engaging library programs. In conjunction with location schedulers, ensure adequate service point coverage. Perform as the person-in-charge in the absence of Senior Managers. Serve on library committees and assist with internal projects. The Floor Manager should attend all meetings and committees relating to their area of specialty. Performs other duties as assigned.

Requirements

Possession of a High School Diploma or GED required.
Possession of a Bachelor’s Degree or an equivalent combination of education, certification, training, and/or experience which provides the required knowledge, skills and abilities.
Knowledge of current practices and procedures of customer experience
Knowledge of best practices of marketing and merchandizing.
Interact and communicate pleasantly and effectively with diverse customers and staff, maintaining a positive and professional demeanor and providing friendly courteous service.
Ability to effectively promote customer interest in the services provided by the Library.
Ability to recognize problems and assess situations, to recall and/or gather relevant information and take appropriate action.
Skill in working effectively as part of a group, as well as working independently with little direction.
Ability to adapt to changing situations, policies and procedures.
Ability to plan and supervise the work of others, either library employees or volunteers.
Ability to communicate clearly, accurately, concisely and effectively verbally and in writing.
Strong interpersonal skills to work with other staff, the public and community partners.
Ability to use a computer, tablets, and e-readers.
Ability to pass a background investigation

Nice To Haves

Supervisory experience preferred.

Responsibilities

Greet customers throughout the library and model exceptional customer service at all times.
Conduct Readers’ Advisory, provide basic computer, tablet and e-reader troubleshooting, assist customers in use of meeting spaces, help customers use the Internet, fax machines and copiers, help customers apply for library cards and help customers check out material and resolve account issues.
Use design thinking principles in conjunction with the Marketing Department to identify customer touch points and propose solutions to barriers to service.
Perform service recovery to minimize and mitigate negative customer interactions.
Train staff to engage with our community by creating positive customer interactions using a “people first” service delivery model.
Train volunteers and staff to welcome customers in person, on the phone and virtually using quality customer service models.
Ensure staff promote upcoming programs, new and existing services, and library products.
Assist in training staff to make meaningful recommendations for books, movies, music, games, and outside resources and experiences with an understanding of the needs of customers.
Interpret and explain LPL policies, procedures and resources to customers and staff.
Maintain an awareness of trends and developments within the community.
Maintain and cultivate our collections by promoting and merchandising all library materials, curating and maintaining seasonal, popular, and community based special collections and displays; weeding dated, damaged or unattractive library materials and ensuring library items are shelved quickly and accurately.
Create and maintain welcoming spaces by designing and maintaining displays to ensure that they are timely, appealing, and are stocked and refreshed regularly, ensuring that the location is comfortable and responsive to customer needs.
Work with Department of Education and programmers to promote and support engaging library programs.
In conjunction with location schedulers, ensure adequate service point coverage.
Perform as the person-in-charge in the absence of Senior Managers.
Serve on library committees and assist with internal projects.
The Floor Manager should attend all meetings and committees relating to their area of specialty.
Performs other duties as assigned.

Benefits

Flexible scheduling (That hard to get appointment that can only be scheduled during work? Don’t worry. We can be flexible.)
Competitive compensation based on skills and experience
Excellent medical (HDHP/HSA & PPO), dental, vision, life insurance (employer paid), short term disability, long term disability and employee assistance program.
Flexible benefits—choose what you like, ignore the rest
Vacation, Sick, Holiday, Personal Days
Pension plan with company contribution (because you will retire someday)
Full Time employees participate in and contribute to Kentucky Public Pensions Authority (Formerly Kentucky Retirement Systems)
401k, 457, & IRA
Employee Assistance Program
Exceptional training and support to give you the resources you need to be successful
Employee discounts (YMCA, cell phone stipends, etc.)
Free Parking
And a great team of coworkers committed to helping others succeed