Our main library is seeking a detail-oriented individual with great organizational skills, a strong customer service background, and the ability to multi-task. We are seeking a full-time Customer Service Team Leader to work alongside the Manager and two other Team Leaders to oversee circulation processes and assist our amazing staff in providing excellent customer service. This position will work closely with other departments and the branches to ensure customer service consistency between locations.
 
Job Summary:
Assists with the direction, delegation, and oversight of circulation processes by the customer service department. Responds to patron questions regarding library services.Essential Functions:

1. Directs daily work assignments for department staff based on availability in the department and maintains the daily schedule. 
2. Trains staff members as assigned, including volunteers, and oversees quality assurance for staff work assignments.
3. Reports and communicates staff performance and department issues to the Customer Service Manager. 
4. Updates patron accounts, handles account issues, and regularly maintains the Library’s patron database. 
5. Oversees the operations of the department in the absence of the Customer Service Manager.
6. Resolves patron questions unresolved at other levels.
7. Serves as a Lead Passport Acceptance Agent on behalf of the library, which involves executing, processing, and reviewing applications.
8. Counts money, reconciles reports, and prepares deposits.
9. Serves in the capacity of “Staff-in-Charge” as assigned.
10. Establishes and maintains effective and cooperative working relationships with patrons and staff.
11. Provides patron assistance with circulation of materials including checking in and checking out items and retrieving held items.
12. Monitors and provides guidance to patrons in the use of the library facilities and services. Instructs patrons on the use of the computer-based library catalog.
13. Responds to general questions and specific questions relating to library accounts, including collections.
14. Responds to basic questions on the availability and location of library materials. May place holds on patrons’ behalf. Contacts patrons regarding circulation and materials issues.
15. Checks out and delivers items for curbside patrons.
16. Retrieves and processes items that have been requested to be held at current location or sent to other locations for pickup.
17. Empties book drops and organizes materials.
18. Maintains reserved items.
19. Assists in maintaining and refilling displays.
20. Identifies materials in need of repair/replacement and takes appropriate action.
21. Conducts item searches as assigned.
22. Serves on library committees as assigned.
23. Follows library safety and emergency policies and procedures.
24. Reports maintenance and safety issues to supervisor and/or Facilities personnel.
25. Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Effective customer service and interpersonal skills, including the ability to communicate verbally and in writing in English.
• Proficiency in word processing, spreadsheet, and database programs.
• Competent in the use of Windows-based computer programs.
• Knowledge of library policies, practices, and procedures preferred.
• Knowledge of reader’s advisory and basic reference tools preferred.
• Valid Ohio driver’s license and proof of insurance.

Education and Experience:

• Bachelor’s degree or three years of relevant experience required.
• Two or more years work experience in a library or education environment preferred.
• Supervisory and training experience preferred.

Physical and Environmental Conditions:

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of libraries and offices, which includes the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• The noise level in the work environment is usually quiet to moderate.
• Considerable mobility including, but not limited to, extensive periods of walking, bending, sitting, lifting weights up to 20 pounds, and pushing full book carts.
• Manual dexterity sufficient to perform general typing and computer skills.
• Calm and focused handling of interruptions and distractions.
• Periodic intense concentration and sustained viewing of a computer monitor.
• Position requires working irregular hours, including evenings and weekends.
• Some local travel by personal automobile may be required. 

Hours/Schedule:
 Full-time including one evening per week and one weekend per month
 
 All positions posted as Upper Arlington Public Library positions are maintained by the Upper Arlington Public Library and not the City of Upper Arlington. While we understand the difficulty of waiting on job news, we request that you do not call for updates on the status of your application, as this can slow down the process. In the event you experience difficulty in applying through NeoGov, you may contact Library Administration at 614-486-0900.
 
 The Upper Arlington Public Library is an Equal Opportunity Employer. The employment opportunities with the UAPL are available equally to all without regard to race, color, religion, national origin, sex, age, marital status, disability, military status, sexual orientation, gender identity, genetic information or any other characteristics protected by federal, state or local law. 
 
 The Library will make reasonable accommodations for applicants as needed. Applicants who believe they may need a reasonable accommodation during the interview process should contact the Administrative Office at 614-486-0900 and speak to the Human Resources Manager. All requests received will be evaluated individually and responded to appropriately.