Branch Customer Service Lead - Ft

SUMMARY:
Under general supervision, assists Branch Manager(s) in direction and coordination of branch staff; performs a variety of public service duties involving automated circulation system functions.
ESSENTIAL FUNCTIONS:
This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.
Leadership

• Provides guidance and support in daily branch work activities.
• Organizes and assigns work including daily schedule; sets priorities and follows up to ensure coordination, desk coverage and completion of assigned work.
• Conducts training, coaching and work review on assigned work tasks to staff
• Assists staff with development and implementation of Branch programs and events.
• Provides problem resolution and support to the Manager in daily operation of the Branch.
• Provides Customer Service Leadership, training, and guidance to other Branch staff.

Customer Service

• Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.
• Provides public service at the Circulation Desk to include checking library materials in and out, maintaining patron accounts in the collection of fines and fees, and registering and issuing patron cards.
• Assists patrons with discovery of library materials, library equipment and library resources.
• Answers inquiries of customers and refers in depth inquires.
• Assists patrons with questions regarding Library Account(s).
• Performs routine shelf checks.
• Assists patrons with computer related services, library computer systems and databases, personal digital devices, and other online resources.

Library Activities

• Utilizes automated library systems and other library equipment.
• Updates computer records as needed.
• Interacts extensively via phone, email, or in person with internal and external customers, district-wide staff and management, and outside agencies.
• Operates general office equipment, to include but not limited to: copy machine, computers, scanners, vending systems, telephone, and facsimile machine; instructs customers as necessary.
• Sorts returned library materials and shelves/places materials in the designated area.

Programs/promotion/outreach

• Collects, organizes and distributes press materials for patrons to include welcome packets, programming supplements, class calendars and library newsletters.
• Attends community outreach events to promote library usage and resources.
• Designs, plans, implements programming to meet community needs including publicity, promotional materials and recording statistics as well as evaluation for effectiveness and future planning.
• Creates displays and market library resources.
• Maintains bulletin boards.

Office Administration

• Counts money for cash register and balances cash drawer; perform deposits as required.
• Assists Manager in gathering data and statistics for monthly reports and other projects.
• Inspects returned library materials for damage.
• Handles patron requests for materials including pulling items, patron notification and sending items to appropriate locations.
• Maintains clean organized environment.
• Collects waste and cleans areas as required.
• Monitors inventory and prepares supply orders for branch activities and functions.
• Processes periodicals for inclusion in collection.
• Processes donations and maintain book sale area for Friends of Library.
• Reports service issues and maintain vendor logs.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and Experience:
High School Diploma; AND two (2) years of Customer Service experience in a library setting; OR an equivalent combination of education, training and experience as determined by Human Resources.
Required Certificates, Licenses, and Registrations:

• None.

Required Knowledge and Skills:
Required Knowledge:

• Basic supervisory principles and practices.
• Public library methods and practices.
• Record keeping principles and methods.
• Library District, Branch, and Circulation Department policies and procedures.
• Standard office practices and procedures, including filing and the operation of standard office equipment.
• Correct business English, including spelling, grammar and punctuation.
• Techniques for dealing with the public, in person and over the telephone.

Required Skills:

• Plan, direct and review the work of others on a day-to-day basis.
• Instruct others in work procedures.
• Perform basic arithmetic computations.
• Understand and follow oral and written instructions.
• Communicate clearly and concisely, both orally and in writing.
• Interpret, apply and explain applicable codes and regulations.
• Maintain accurate records and files.
• Organize own work, set priorities and meet critical deadlines.
• Use tact, discretion and prudence in dealing with those contacted in the course of the work.
• Contribute effectively to the accomplishment of team or work unit goals, objectives and activities.
• Establish and maintain effective working relationships with those contacted in the course of the work.

SUPERVISION RECEIVED AND EXERCISED:
Under General Supervision - Incumbents at this level are given assignments and objectives that are governed by specifically outlined work methods and a sequence of steps, which are explained in general terms. The responsibility for achieving the work objectives, however, rests with a superior. Immediate supervision is not consistent, but checks are integrated into work processes and/or reviews are frequent enough to ensure compliance with instructions.
PHYSICAL/MENTAL REQUIREMENTS:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility to work in an office setting, use standard office equipment and stamina to sit and stand for extended periods of time; strength to lift and carry up to 30 pounds; vision to read printed materials; and hearing and speech to communicate in person or over the telephone. Incumbent must have the ability to bend, reach, stoop, and push.
WORKING ENVIRONMENT:
Work is performed in a "retail like" environment.
I understand it is my responsibility to uphold the Library System's mission and values in the pursuit of all duties including:

• Respect for the individual, our organization and the community.
• Excellence in everything we do.
• Integrity in our actions with others.
• While providing excellent Customer Service to all internal and external customers.

2019/01/18