Are you passionate about providing exceptional customer service and creating a welcoming, inclusive environment? Join our dynamic team as a Customer Services Manager at Johnston Public Library, where you'll lead and inspire a dedicated front-line team to ensure our patrons have outstanding experiences. In this role, you will manage patron interactions, foster positive behavior, and implement creative solutions that promote library services to a diverse community. If you’re ready to make a meaningful impact and help shape the future of library service, we’d love to hear from you!
Essential Duties and Responsibilities
Library Managers share these core responsibilities :
- Collaborate with the Library Director and other managers to develop, implement, and evaluate library policies, procedures, and strategic goals.
- Supervise, train, schedule, and evaluate departmental staff to ensure efficient operations and high-quality services.
- Prepare, monitor, and manage departmental budgets, reports, and performance metrics.
- Oversee departmental operations to ensure compliance with library policies, standards, and applicable regulations.
- Build and foster relationships with library staff, volunteers, community organizations, and patrons to enhance engagement and outreach.
- Contribute to library-wide strategic planning and organizational development.
- Stay informed about current trends, emerging technologies, and best practices in library services and management.
- Represent the library in professional organizations and engage in ongoing professional development.
- Support the Johnston Library Foundation in its initiatives and activities.
- Perform other duties as assigned to meet the evolving needs of the library and community.
Department-Specific Responsibilities
The primary focus of this role is to ensure the library provides exceptional service to patrons in a welcoming, efficient, and inclusive environment. This position also leads behavior management efforts, promoting respectful and positive interactions in the library through empathetic, proactive approaches.
Supervise and mentor front-line staff to deliver excellent customer service, assist patrons with library resources, and resolve inquiries or concerns.Develop, implement, and evaluate customer service procedures to enhance patron satisfaction, streamline operations, and ensure consistent policy enforcement.Lead behavior management efforts by promoting respectful, solution-focused strategies, including de-escalation techniques, and intervening in challenging situations as needed.Train and support staff in behavior management and customer service skills, fostering professionalism, empathy, and consistency in handling sensitive situations.Oversee scheduling, training, and evaluation of the customer service team, while providing ongoing coaching and professional development opportunities.Collaborate with library leadership to develop and update policies related to behavior management, public safety, and customer service, ensuring alignment with library values and community needs.Coordinate outreach programs, such as home delivery and volunteer opportunities, to connect with underserved populations and enhance community engagement.Facilitate services including reader advisory, meeting room rentals, and community feedback processes to improve patron experiences and satisfaction.Education
Bachelor's degree required; Master’s degree in Library Science (MLS), Business Administration (MBA), Public Administration (MPA), or a related field is preferred.Experience
Minimum of 3 years’ experience in a public service role, with at least 2 years of supervisory experience, preferred.Proven experience in managing behavior-related issues in a public-facing environment, ideally in a library, educational, or community-based setting.Strong interpersonal and communication skills, with the ability to relate to a diverse range of individuals.Familiarity with current trends in library services, programming, and marketing strategies.Skills and Abilities
Ability to lead by example, demonstrating empathy, patience, and strong decision-making skills, ensuring high levels of performance and engagement.Knowledge of library services, systems, and resources (preferred but not required).Ability to handle challenging situations calmly and effectively.Strong leadership, organizational, and decision-making skills with a focus on team-building and staff wellness.Proficiency in library systems, technology, and digital tools to enhance user experience.Effective communication skills, with an emphasis on empathy and inclusivity in working with diverse audiences.Expertise in conflict resolution and behavior management to ensure a safe and respectful environment.Creative thinking and problem-solving abilities, especially in a dynamic and evolving environment.Ability to work flexible schedules, including evenings and weekends.J-18808-Ljbffr
