Asst Branch Mgr - Cust Sv at St Marys County Library – Lexington Park or Charlotte Hall, Maryland

Assistant Branch Manager, Customer Service

Job Summary

Under the direction of the Branch Manager and as a member of the Branch Management Team, oversees circulation services and supervises staff to ensure friendly, high quality customer service is provided to Library customers. Assists with overall branch management and oversees branch activities and personnel in the absence of the Branch Manager.

Core Job Functions

• Hires, trains, evaluates and supervises staff
• Supervises the daily operations of circulation services including scheduling staff
• Provides guidance for staff in resolving complex customer interactions
• Takes a leadership role in fulfilling the goals and objectives of the Library
• Evaluates circulation procedures and makes adjustments as needed to improve efficiency
• Oversees interlibrary loan procedures
• Collects and compiles Library reports and statistics
• Oversees the ordering of branch supplies
• Receives and controls cash receipts, set up cash drawer, and make deposits
• Resolves complex customer concerns about fines or damaged items, Unique Management accounts, Library policies, procedures and rules
• Participates in strategic planning
• Performs circulation procedures, such as checking materials in and out, checking hold lists, conducting financial transactions, and answering the phone
• Spends time on the Library floor:
• Assisting customers at their point of need
• Merchandising: straightening books and displays, cleaning up, and maintaining a presentable atmosphere
• Monitoring the Library to maintain a safe space

• Assists customers with:
• Information and reader's advisory questions
• Computer, eBook, email, and internet questions
• Self-checkout machine, copier, fax machine, and printer
• Use of Library resources and databases
• Information on Library activities, facilities, and services

• Maintains accurate and current customer database in the Integrated Library System
• Performs collection maintenance
• Supports innovation by embracing change, being flexible, and anticipating customers' needs
• Demonstrates initiative by being a self-starter, rethinking processes, and effectively solving problems
• Demonstrates a commitment to teamwork by being an effective communicator and engaging in respectful and productive work relationships
• Participates in workshops or trainings
• Participates in branch, system and regional work teams
• Represents the Library at one or more outreach events each calendar year
• May:
• Substitute in other branches/departments when needed
• Assist with library events, such as registration, meeting room set up, crafts, and crowd control
• Select Library materials for the system
• Attend professional meetings, maintain membership in professional organizations, and participate in their activities
• Performs other duties and participates in special projects, as assigned

Knowledge, Skills, and Abilities

Knowledge of:

• Technological systems and their uses as described under Level 3 – Information Staff Technology Competency (see Technology Competencies)
• St. Mary's County Library policies and procedures
• General interest in reading and literature, and an awareness of trends in popular culture as well as current news events as they relate to customer interests and needs
• Public library principles
• Supervisory methods including work delegation, scheduling, evaluating performance and maintaining morale

Ability to:

• Communicate effectively with colleagues, Library trustees, local government elected and appointed officials, community leaders, vendors, and citizens
• Effectively and positively resolve customer complaints, mediate disputes and exercise diplomacy
• Operate relevant computer systems (including hardware and software), current audio-visual equipment, and office machines
• Use common sense and good judgement
• Travel throughout the system and community, work a variety of schedules that include evenings and weekends, and accept system-wide transfers

Skills:

• Excellent communication skills, both in writing and orally
• Excellent interpersonal skills, with emphasis on team building, conflict management and resolution, mentorship, empathy and emotional intelligence, and support and empowerment of staff
• Excellent customer service skills
• Excellent decision-making and problem solving skills with emphasis on personal responsibility and willingness to deal with issues at hand

Training and/or Education

High School Diploma or GED, Bachelor's Degree preferred

Experience

Five years or more of customer service experience or equivalent training, education and/or experience. Two or more years of supervisory experience.

Licenses or Certificates

None

Physical Demands

Work requires light physical effort in the handling of materials or boxes in non-strenuous work positions not to exceed 30 pounds and/or standing and/or walking 75%+ of the time.

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms, e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls.

FLSA Classification

Exempt

Grade

7

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.