Are you passionate about providing exceptional customer service and creating a welcoming, inclusive environment? Join our dynamic team as a
Customer Services Manager at Johnston Public Library, where you'll lead and inspire a dedicated front-line team to ensure our patrons have outstanding experiences. In this role, you will manage patron interactions, foster positive behavior, and implement creative solutions that promote library services to a diverse community. If you’re ready to make a meaningful impact and help shape the future of library service, we’d love to hear from you!
Essential Duties and ResponsibilitiesLibrary Managers share these core responsibilities:- Collaborate with the Library Director and other managers to develop, implement, and evaluate library policies, procedures, and strategic goals.
- Supervise, train, schedule, and evaluate departmental staff to ensure efficient operations and high-quality services.
- Prepare, monitor, and manage departmental budgets, reports, and performance metrics.
- Oversee departmental operations to ensure compliance with library policies, standards, and applicable regulations.
- Build and foster relationships with library staff, volunteers, community organizations, and patrons to enhance engagement and outreach.
- Contribute to library-wide strategic planning and organizational development.
- Stay informed about current trends, emerging technologies, and best practices in library services and management.
- Represent the library in professional organizations and engage in ongoing professional development.
- Support the Johnston Library Foundation in its initiatives and activities.
- Perform other duties as assigned to meet the evolving needs of the library and community.
Department-Specific ResponsibilitiesThe primary focus of this role is to ensure the library provides exceptional service to patrons in a welcoming, efficient, and inclusive environment. This position also leads behavior management efforts, promoting respectful and positive interactions in the library through empathetic, proactive approaches.
- Supervise and mentor front-line staff to deliver excellent customer service, assist patrons with library resources, and resolve inquiries or concerns.
- Develop, implement, and evaluate customer service procedures to enhance patron satisfaction, streamline operations, and ensure consistent policy enforcement.
- Lead behavior management efforts by promoting respectful, solution-focused strategies, including de-escalation techniques, and intervening in challenging situations as needed.
- Train and support staff in behavior management and customer service skills, fostering professionalism, empathy, and consistency in handling sensitive situations.
- Oversee scheduling, training, and evaluation of the customer service team, while providing ongoing coaching and professional development opportunities.
- Collaborate with library leadership to develop and update policies related to behavior management, public safety, and customer service, ensuring alignment with library values and community needs.
- Coordinate outreach programs, such as home delivery and volunteer opportunities, to connect with underserved populations and enhance community engagement.
- Facilitate services including reader advisory, meeting room rentals, and community feedback processes to improve patron experiences and satisfaction.
Education- Bachelor's degree, Master’s degree in Library Science (MLS), Business Administration (MBA), Public Administration (MPA), or a related field is preferred
Experience- Minimum of 3 years’ experience in a public service role, with at least 2 years of supervisory experience, preferred.
- Proven experience in managing behavior-related issues in a public-facing environment, ideally in a library, educational, or community-based setting.
- Strong interpersonal and communication skills, with the ability to relate to a diverse range of individuals.
- Familiarity with current trends in library services, programming, and marketing strategies.
Skills and Abilities- Ability to lead by example, demonstrating empathy, patience, and strong decision-making skills, ensuring high levels of performance and engagement.
- Knowledge of library services, systems, and resources (preferred but not required).
- Ability to handle challenging situations calmly and effectively.
- Strong leadership, organizational, and decision-making skills with a focus on team-building and staff wellness.
- Proficiency in library systems, technology, and digital tools to enhance user experience.
- Effective communication skills, with an emphasis on empathy and inclusivity in working with diverse audiences.
- Expertise in conflict resolution and behavior management to ensure a safe and respectful environment.
- Creative thinking and problem-solving abilities, especially in a dynamic and evolving environment.
- Ability to work flexible schedules, including evenings and weekends.
