Patron Services Supervisor

Cooper-Siegel Community Library, and its branch in Sharpsburg, serve nearly 30,000 residents in six diverse municipalities that make up the Fox Chapel Area School District. Both libraries provide free access to information, education and recreation through high-quality collections, programs and services. Our mission is to cultivate a community of lifelong learners.

Organizational Relationships

Reports to: Head of Library Public Services

Supervises: Library Service Assistants I – Public Services

Position Summary

This position promotes excellence in library patron experiences and excels at handling the routine, highly detailed work around circulation. The employee in this position provides regular feedback to the Management Team and is responsible and accountable to the Head of Library Public Services for delivering top-notch customer service.

Shared Management Team Duties & Responsibilities

· Cooperates as a team member and supports the library service model by providing excellent patron experiences.

· Supports delivery of a consistent experience that reflects the uniqueness of our libraries’ diverse communities.

· Interprets library policies and procedures for public and staff.

· Participates in hiring, supervising, training, developing, and evaluating Library Services Assistants.

· Maintains positive relations with the community and library staff.

· Participates as a member in work and activities of professional associations and/or countywide committees, such as the Circulation Advisory Group.

· Stays up to date on professional developments through participation in professional organizations, system meetings, workshops, and continuing-education opportunities.

· Reads professional literature.

· Participates in professional Management Team decisions that pertain to services and procedures provided at public service desks.

· Acts as library Person-in-Charge in Management Team members’ absence.

· Models exceptional customer service at all public service desks.

Essential Responsibilities

· Leads the services and activities for Patron Services (Circulation), oversees all related functions, and supports the successful implementation of the established service standards and customer account functions, physical and virtual, at both locations.

· Oversees and refines complex customer and account processes, such as lost and paid and billed items procedures.

· Drafts and reviews policies and procedures in conjunction with the Management Team.

· Resolves customer account issues and disputes.

· Sets, implements, and oversees library-wide customer service standards and expectations in conjunction with the Management Team.

· Attends periodic systemwide Circulation Advisory Group meetings to gather and share information about circulation policies, procedures, and changes.

· Coordinates delivery of materials to and from Cooper-Siegel Community Library (CSCL), including pickup locker deliveries and retrievals.

· Generates and submits reports, statistics, and other data as required.

· Assists in scheduling public service desk employees and works at all public service desks at both locations on a regular basis.

· Motivates, supervises, and evaluates a high-performing Patron Services team, requiring periodic check-ins and annual performance evaluations. Fosters a success-oriented, accountable environment within the department.

· Identifies continuing education opportunities in public services best practices for staff development.

· Assumes a leadership role to address emergency situations, as required.

§ Monitors public usage of both libraries and makes suggestions for improvements and efficiencies.

Prepares weekly bank deposit from cash and checks received at all public service desks.

· Reviews staff time sheets for payroll processing.

· Maintains regular and predictable attendance and punctuality.

· Performs other special projects and other duties as assigned or required during and outside of regular business hours.

Pay: $45,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• relevant public library: 3 years (Required)

Ability to Commute:

• Pittsburgh, PA 15238 (Required)

Work Location: In person

Salary : $45,000