Overview

Under the direction of the Central Library Director, and in coordination with the Manager of Volunteer Resources, the Welcome Services Coordinator is responsible for an ensuring a consistent and positive first impression for visitors to Central Library, by coordinating customer service, wayfinding and information assistance across all Central Library entry service points. Oversees the staffing of the Civic Commons Welcome desk. 

Responsibilities

• Manages timesheets and reviews of Information Desk Ambassador volunteers and Civic Commons Associate staff 
• Establishes customer service standards and competencies for staff and volunteers 

• Plans and delivers regular trainings and orientations, including the preparation and updating of training materials 
• Ensures that volunteers and staff are trained and knowledgeable on a range of tasks and information related to BPL services 
• Responsible for ensuring that all entry service points are stocked with up to date and relevant fliers, pamphlets and guides 
• In conjunction with Central Administration, coordinates and schedules tabling and programming in the new Civic Commons 
• In conjunction with Central Administration, acts a liaison to other Civic Commons tenants, including Passport Services, Computer Center, and IDNYC 

• Works with Marketing and Communication to develop signage and promotional materials to assist Central Library visitors 
• Develops interim service plan for service during any Central renovations 
• Observes and communicates customer experience issues and challenges to Central Library Administration 
• Plans and attends Volunteer Information Sessions 

• Participates in the planning and delivery of volunteer special events 
• Processes requests for volunteer program and Information Desk supplies 
• Keep track of surveys and evaluation instruments 
• Assist with Volunteer Forum(s) each year 
• Other related assignments 

Qualifications

• Bachelor’s degree 
• 1-2 years administrative office experience 

• Excellent verbal and written communications skills 
• Highly organized and detail-oriented 
• Good interpersonal skills 
• Strong Customer Service's skills 
• Excellent computer skills, including Microsoft Office 

• Experience with Raiser’s Edge software a plus 
• Experience with Sierra a plus 
• 35 hours per week. Must be able to work varied schedule, including evenings and weekends.

This is a non-union, exempt position. The compensation is $50,000 - $53,000.