Public Services Team Lead

Job Title: Public Services Team Lead

Classification: Clerical

Location: Fish Lake

Reports To: Public Services Coordinator 

Position Type: Non-Exempt

Grade: III

JOB PURPOSE

Leads Customer Service in applying the Library’s Customer Service Standards to create positive customer interactions and experiences on a daily basis.

ESSENTIAL RESPONSIBILITIES

• Applies LPCPL’s customer service standards (courtesy, professionalism, attitude, safety, quality)
• In charge of daily operations at assigned work location or work area
• Opens and closes according to established procedures
• Assigns and supervises daily work of Customer Service Specialists and/or Volunteers
• Leads team projects as assigned
• Provides high quality customer service (provides research assistance, notary services, answers customer questions, helps customers find library materials)
• Handles materials (checks materials in and out; empties book returns; processes requested items; inspects, shelves & shifts materials; maintains orderly shelves)
• Maintains customer accounts (sets up new customer accounts, makes changes to customer information, and reconciles customer accounts)
• Works in collaboration with staff to plan, conduct, and promote, library classes, events, and initiatives
• Creates displays according to the Marketing Plan
• Participates in collection maintenance
• Creates a safe and clean environment for customers and staff and monitors and reports issues with cleaning, mechanical systems, and building issues
• Applies Code of Conduct policy consistently with all customers
• Abides by established policies and procedures

POSITION REQUIREMENTS

• You have a high school diploma or equivalent and specialized training applicable to position
• You have previously worked in customer service for one year
• You use independent judgment 
• You are comfortable and confident working in an environment with a variety of hardware devices and software products, and willingness to learn new technologies
• You have cash handling experience using a cash drawer, register, and credit card machine
• You welcome working with all people from your community
• You are positive, adaptable, and forward thinking
• You display appropriate demeanor at all times; this includes dress, body language, and facial expressions
• You organize multiple tasks and projects to meet deadlines
• Works from various locations, as needed

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Office environment; exposure to materials returned in unfavorable conditions, occasional exposure to outside weather conditions 
• Frequently lifts and carries 10 pounds; occasionally pushes/pulls up to 50 pounds using cart; frequently sits, stands, kneels, squats, bends, twists, grasps, and reaches above shoulders to move materials
• Vision abilities include: close, distance, color, peripheral vision, and depth perception
• Must be able to respond to fire alarms, warning sirens, and phone pages