Public Services Team Lead

La Porte County Public Library•Walkerton, IN

10d

About The Position

The Public Services Team Lead leads customer service by applying the Library’s Customer Service Standards to create positive customer interactions and experiences on a daily basis. The position works 30 hours per week and works the hours of the Fish Lake Branch Library. It is classified as Clerical, is non-exempt, and reports to the Public Services Coordinator. The role oversees daily operations at an assigned work location or work area, opens and closes according to established procedures, and assigns and supervises the daily work of Customer Service Specialists and/or Volunteers. It provides customer service and research assistance, handles library materials and customer accounts, supports library classes and events, creates displays, participates in collection maintenance, and helps maintain a safe and clean environment.

Requirements

High school diploma or equivalent and specialized training applicable to the position.
One year of previous customer service experience.
Ability to use independent judgment.
Comfort and confidence working with a variety of hardware devices and software products, and willingness to learn new technologies.
Cash-handling experience using a cash drawer, register, and credit card machine.
Welcoming approach to working with all people in the community.
Positive, adaptable, and forward-thinking outlook.
Appropriate demeanor at all times, including dress, body language, and facial expressions.
Ability to organize multiple tasks and projects to meet deadlines.
Ability to work from various locations as needed.
Ability to respond to fire alarms, warning sirens, and phone pages.
Ability to frequently lift and carry 10 pounds and occasionally push or pull up to 50 pounds using a cart.
Ability to frequently sit, stand, kneel, squat, bend, twist, grasp, and reach above the shoulders to move materials.
Vision abilities including close, distance, color, peripheral vision, and depth perception.

Responsibilities

Apply LPCPL’s customer service standards of courtesy, professionalism, attitude, safety, and quality.
Take charge of daily operations at the assigned work location or work area.
Open and close according to established procedures.
Assign and supervise the daily work of Customer Service Specialists and/or Volunteers.
Lead team projects as assigned.
Provide high-quality customer service, including research assistance, notary services, answering customer questions, and helping customers find library materials.
Handle library materials by checking materials in and out, emptying book returns, processing requested items, inspecting, shelving, and shifting materials, and maintaining orderly shelves.
Maintain customer accounts by setting up new accounts, changing customer information, and reconciling accounts.
Collaborate with staff to plan, conduct, and promote library classes, events, and initiatives.
Create displays according to the Marketing Plan.
Participate in collection maintenance.
Create a safe and clean environment for customers and staff, and monitor and report cleaning, mechanical-system, and building issues.
Apply the Code of Conduct policy consistently with all customers.
Abide by established policies and procedures.