Assistant Manager of Customer Service

TheKirkwood Public Libraryis a municipal library located in Kirkwood MO a suburb of St. Louis. The collection includes 160000 print and audio-visual items with circulation of 500000 annually. The Kirkwood Public Library belongs to the nine-memberMunicipal Library Consortium of St. Louis Countyand the Missouri Evergreen Consortium. This is a full-time position that provides a competitive benefits package including health insurance paid sick leave and vacation pension and savings plan.

Assistant Manager of Customer Service

Job Purpose: Responsible for supervising training and assisting customer service staff including front desk and shelving and maintaining professional service to library patrons. The person who fills this role will be an active member of the management team and have input on library-wide issues.

Reports to:Manager of Customer Service

Supervises:Customer Service Staff and volunteers

Responsibilities:

• Assists Manager with overseeing Customer Service Associates: training hiring scheduling monitoring attendance mentoring assuring effective and timely customer service to public discipline and staff performance evaluation.
• Defines establishes and monitors goals objectives and budgets.
• Oversee and assist with all duties of customer service: issuance of borrowers cards maintenance of patron files collection of fines and fees management of the cash register check-in and check-out of materials handling of transit requests and supervision of other services offered to the public.
• Supervises all aspects of materials maintenance including the sorting organizing shelving straightening shelf reading and shifting of materials throughout the Library
• Serves as a member of the management team to achieve efficient use of library facilities resources and staff.
• Regular attendance as scheduled and performing tasks as assigned are essential job functions.
• Serve as designated manager in charge when needed.
• Work with and maintain effective communication with other department managers and staff.

Qualifications:

This is a full-time job with a schedule that will include some nights and weekends. There are aspects of this job that are physically demanding and the successful candidate will be able to stand for long periods of time push heavy book carts bend and stoop to retrieve and reshelve library materials.

1. Required: Bachelors Degree
2. Required: Strong background providing exceptional customer service
3. Preferred: Library experience and an understanding of library fundamentals including patron privacy intellectual freedom and access.
4. Preferred: Previous experience supervising and training employees
5. Good judgment with analytical and problem-solving skills.
6. Ability to exercise initiative and independent judgment.
7. Ability to establish and maintain effective working relationships.
8. Effective oral and written communication skills.
9. Ability to lift a minimum of 30 pounds.
10. Be willing to acquire knowledge of new technology available in the library and have the ability to translate that knowledge to patrons and fellow staff members.
11. Ability to work in a public service area that is busy sometimes noisy and with frequent interruptions.
12. Strong computer skills including Windows OS Internet searching and library specific apps offered by the library.

Required Experience:

Manager