LIBRARY CUSTOMER SERVICES SUPERVISOR

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

SUMMARY DESCRIPTION

Under general direction, supervises, leads, oversees, and participates in the more complex and difficult work of staff responsible for the performance of a variety of clerical and paraprofessional duties supporting the operations of a City library; provides supervision to staff in either the main and branch libraries, and performs related work of considerable difficulty in the assigned area.

DISTINGUISHING CHARACTERISTICS

This is a supervisory position distinguished from the advanced journey level Senior Library Associate by the supervision exercised, the number of staff supervised, the responsibility assumed, and the complexity of duties assigned. Employees perform direct supervision over paraprofessional and clerical staff and are required to be fully trained in supervisory principles and practices, including hiring/firing, disciplining and evaluating employees, as well as in all policies and procedures related to circulation and customer service.

REPRESENTATIVE DUTIES

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Plans, prioritizes, supervises, reviews, and participates in the work of paraprofessional staff responsible for performing a variety of duties supporting the circulation operations at the main and branch libraries.
• Participates in the selection of assigned non-supervisory staff; trains assigned employees in their areas of work including proper customer service methods, library policies and procedures, circulation procedures and techniques; works with employees to correct deficiencies; assists in implementing discipline procedures.
• Maintains circulation policy and procedures manuals; participates in the implementation of approved policies and procedures; monitors work activities to ensure compliance with established policies and procedures.
• Coordinates and leads paraprofessional staff meetings in assigned area to clarify policies, create uniform work habits, generate support for library events, and share information.
• Supports and relieves customer service staff as necessary; performs vacation and temporary relief as required; provides backup supervision in the absence of the Senior Library Customer Services Supervisor or Librarian.
• Monitors and checks library computer equipment; compiles and submits data for main and branch circulation and other library statistics.
• Inputs data into the library database and interprets information displayed on terminals; troubleshoots system software applications and interfaces with circulation software provider to resolve circulation issues; updates the library database; plans, organizes, and directs database clean up and maintenance needs.
• Generates suggestions for new initiatives by reviewing current policies with staff; disseminates information accordingly.
• Receives and resolves customer problems and complaints; resolves complex problems involving circulation and clerical functions of the division.
• Maintains security alarm system for library buildings; inputs new employee passwords and deletes old employees; notifies alarm company of employee changes; maintains appropriate files of employees and passwords.
• Participates with other library divisions and teams on special projects, standing committees and cross training activities.
• Performs related duties as required.

QUALIFICATIONS

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Supervisory principles and practices, including selecting, training and evaluating employees.
• Operations, services, and activities of a municipal library.
• Standard terminology and practices related to paraprofessional library support work.
• Automated circulation system operations.
• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
• Principles and procedures of record keeping and filing.
• Principles of business letter writing and report preparation.
• Theories, principles, and practices of circulation procedures for a variety of materials and formats.
• Principles and practices of positive customer service.
• English usage, spelling, grammar, and punctuation.

Ability to:

• Supervise, organize, direct and review the work of assigned paraprofessional staff.
• Participate in the selection, training, and evaluation of assigned staff.
• Interpret, explain, and enforce department policies and procedures; respond tactfully, clearly, concisely, and appropriately to inquiries from the public; mitigate and resolve customer service issues.
• Independently prepare clear and concise statistical reports, memos and other written materials.
• Analyze service and resource problems and evaluate alternatives and courses of action to resolve problems.
• Plan and organize work to meet changing priorities and deadlines; contribute to a successful team effort.
• Demonstrate an awareness and appreciation of the cultural diversity of the community, interacting and communicating successfully with people from a variety of backgrounds.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Perform paraprofessional library work involving the use of computers and software programs.
• Operate standard office equipment including computers and supporting word processing, spreadsheet, and database applications.
• Communicate clearly and effectively, both orally and in writing.
• Work independently in the absence of supervision.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training: Two years of college with major course work in library studies, education, liberal studies or a related field. The Library Technology certificate is highly desirable.

Experience: Three years of experience in a library including clerical, patron contact, or technical support experience including one year of lead supervisory responsibility.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Exposure to heat and humidity working outdoors at special events; noise of crowds and groups of people; temperature variations within the building and from indoors to outdoors; possible mechanical hazards of equipment and large quantities of books and papers. Book dust and mold is constant in a library facility. Work is performed in 80-hour bi-weekly work periods, with unscheduled breaks. Occasional overtime may be required for adequate staffing of library facilities, and incumbents may be required to work weekends, nights and holidays. Work is performed primarily indoors at library facilities. Work setting is formal, team-oriented, having both routine and variable tasks. Work pace and pressure is variable, but frequently fast-paced and high pressure. Incumbents must occasionally deal with difficult customers in library facilities, including impaired persons or persons violating library rules and regulations.

Physical: CONTINUOUS walking; lifting objects weighing up to 10 lbs. from below waist to above shoulder level and transporting distances up to 500 yards; fine finger dexterity and light pressure to operate keyboards, calculators, telephones; pinch grasp to hold books, writing materials. FREQUENT standing, sitting, bending and stooping, squatting, reaching above and at shoulder level, pushing/pulling, twisting at waist, upward and downward flexion of neck, side-to-side turning of neck; lifting objects weighing 11-15 lbs. from below waist to above shoulders and transporting distances up to 500 yards; moderate wrist torque and repetitive motion to operate and adjust equipment such as printers, computers and bar code wands. OCCASIONAL climbing, kneeling; lifting objects weighing 26-50 lbs. from below waist to waist level, with or without assistance, and transporting distances up to 10 feet. INFREQUENT crawling, balancing above ground, lifting objects weighing 26-50 lbs. from chest level to above shoulder level, with or without assistance, and transporting distances up to 10 feet; lifting objects weighing 51-75 lbs. from below waist to shoulder level, with assistance, and transporting distances up to 5 feet; strong grasp to lift equipment or boxes of books.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing: Hear in the normal audio range with or without correction.

Date: November 2006
Johnson & Associates

Revised: November 27, 2006
Library/HR