Branch Services Clerk Supervisor - Richmond Heights and Gates Mills

Position Closing Date: 02/28/2025

GENERAL SUMMARY

Under limited supervision, supervises and directs circulation staff and services. Participates in customer service and clerical functions related to the circulation of library materials including checking materials in and out, answering customer questions, processing card applications, answering phones, collecting fines, and accepting passport applications. Ensures circulation operations are performed so that the goals and objectives of the library system are met. Handles complex customer inquiries and complaints through resolution.

JOB REQUIREMENTS

Specific Knowledge, Skills, and Abilities required include:

• Knowledge of standard office procedures and practices.
• Knowledge of the current Library automated circulation system.
• Skill necessary to develop and maintain effective, courteous and appropriate working relationships with co-workers, customers, vendors, and/or representatives of other agencies.
• Skill in operation of typical office equipment such as personal computer, facsimile, copiers, scanners, calculators, and telephones.
• Ability to demonstrate proficient use of personal computer software or systems applicable to the essential functions of the job, which may include but not be limited to email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, and various systems or software used by CCPL.
• Ability to understand the difference between confidential and sensitive information and to handle each appropriately.
• Ability to provide sound judgment, resolve problems and make effective decisions.
• Skill in exercising advanced level of verbal, interpersonal and customer service skills.
• Ability to accurately organize and maintain paper documents and electronic files.
• Ability to detect errors, determine causes, and make corrections as appropriate.
• Ability to use Library resources effectively and efficiently.
• Ability to handle multiple tasks simultaneously with frequent interruptions, including the ability to successfully prioritize both emergency and non-emergency issues.
• Ability to apply proficient level of English grammar, spelling, punctuation, and basic mathematical functions such as addition, subtraction, multiplication, division, percentages, ratios, etc.
• Knowledge of supervisory and employee management principles.
• Knowledge of applicable employee rights, protections and avenues of appeal.
• Skill in prioritizing, coordinating, and scheduling work.
• Skill in mentoring and training employees with varying educational backgrounds and aptitudes.
• Skill in responding to personnel issues and taking appropriate action.
• Ability to persuade others in order to gain concurrence, to resolve problems, gain cooperation, and/or facilitate teamwork.
• Ability to apply advanced organizational, problem solving and analytical skills.

ESSENTIAL JOB FUNCTIONS

• Complies with Cuyahoga County Public Library’s policies, rules, guidelines, procedures, requirements, standards, and practices applicable to the job, including (but not limited to) work scheduling and attendance, customer service, use of Library property, computer use, personal conduct, and confidentiality.
• Participates in the hiring process.
• Performs various supervisory functions to facilitate circulation operations such as training clerical staff in equipment operation, policies, and procedures; conducting clerical employee evaluations; ensuring CCPL policies and procedures are maintained; and establishing work priorities and assigning job tasks.
• Provides customer service to library patrons including answering questions regarding library services, policies and procedures, providing general information about the library, and responding to patron inquiries.
• Performs as needed, all branch circulation functions in the integrated library system. Answers customer questions regarding the completion of forms, takes passport photos, collects funds, and completes appropriate sections. Assists customers with self-fax and copy machine tasks. Instructs customers on use of self-check machines.
• Prepares and updates work schedules to meet staffing demands including arranging for substitutes as delegated.
• Maintains records of fines and fees, prepares deposits.
• Prepares branch circulation reports.
• Maintains inventory of branch supplies including organizing storage and ordering replacements.
• Verifies and approves employee time records.
• Performs or delegates word processing, data entry or typing of correspondence, schedules and other forms as assigned.
• Oversees and performs the sorting, processing and distribution of all incoming and outgoing delivery including “in-reach” materials.
• May assist in opening, closing and monitoring building and in maintaining building security and safety standards as assigned.

Summary Minimum Education & Experience Required

• High school diploma or GED.
• At least three years work experience as a Branch Clerk or similar position. Previous supervisory experience strongly preferred.
• A combination of appropriate education and experience may be substituted for the minimum experience requirements.

OTHER TESTING/LICENSES REQUIRED

• A criminal background check is required, and pre-employment drug screening.
• A valid driver's license, personal transportation and in-force automobile insurance is required.
• Certification as a Passport Acceptance Agent required after hire unless exempted

PHYSICAL DEMANDS AND WORKING CONDITIONS

• Routine lifting of moderately heavy items, such as books or records boxes (over 25 pounds and up to 50 pounds), pushing full carts and/or standing for long periods of time as well as frequent stooping and bending.
• No major sources of working conditions discomfort, i.e. standard work environment with possible minor inconveniences due to occasional noise, crowded working conditions, and/or minor heating, cooling or ventilation problems.
• Occasional minor discomforts from near-continual computer terminal use.