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Customer Relations Manager

Pueblo City-County Library District

Pueblo, CO

Application Deadline

Open Until Filled

Wages

$43,264.00 to $65,000.00 per Year   Calculate

Location

Pueblo, CO

Hours

40.00

MLS

Not Required

Minimum Education

Bachelor's Degree

Library Experience

Required

Supervisory Experience

Preferred

Type of Library

Public

This job is more than 3 weeks old or the application deadline has passed.

Job Description

The Pueblo City-County Library District is seeking a Customer Relations Manager

The purpose of the Customer Relations Manager is to manage the circulation function for the District including oversight of the Circulation Department at the Rawlings Library.  This position will also manage customer relations and assist the Rawlings Library Manager in managing security.  The efforts of this position help support a welcoming, safe environment that provides easy access to materials and resources which impact increased circulation and library visits.

Who Will The Customer Relations Manager Work With?

The Customer Relations Manager reports to the Rawlings Manager and manages the Circulation Department staff and volunteers.  The position works with all members of the management team to lead circulation practices and advise on security matters.  Maintains good vendor relations with AMH, Self-Check and other equipment vendors. Regularly works with contracted security staff and police department to prevent theft and resolve disturbances, including filing police reports.  The position provides excellent customer service to all library customers demonstrating the ability to resolve issues, enforce policies and communicate effectively with people regardless of age, race, sexual orientation, ability level or background.

What Are the Responsibilities of the Customer Relations Manager?

Manages the Circulation Department and staff with district oversight of all circulation practices, policies and procedures.  Maintains the Circulation Manual.

Participates in hiring staff, maintains schedules, directs work, manages performance and fosters an environment of teamwork. 

Works with the assistance of Human Resources Assistant on security matters.

Leads the Circulation Task Force to identify and address circulation issues and implement changes.

Provides training to management team and staff to ensure consistency in circulation practices district-wide; coordinates with other departments on staffing and cross-training of clerical staff for circulation duties.

Participates in District projects that relate to circulation operations, customer service and materials security.

Oversees returned overdue/hold notices for all library locations.  Manages delinquent customer accounts; works with credit reporting and collection agencies. 

Responsible for the Circulation Department budget. 

Responsible for Security at the Rawlings Library.  Responds to accidents and incidents that occur in the Rawlings Library with appropriate course of action. Works closely with security staff and the police department.  Ensures administrative procedures and policies are followed.

Maintains customers confidentiality at all times, except as required by law.  Explains Library policies and procedures to customers.

Tracks lost devices, files police reports for missing devices, theft of materials and security matters.  Receives and addresses police reports for identity theft.  Works closely with and may supervise security guards.

Participates in maintenance of collection by removing materials in poor condition as they are returned.  Assesses fees for damaged materials and coordinates replacement of items.

Works closely with IT and outside vendors to maintain circulation and security systems to include RFID, AMH, self-checkout stations and security gates.  Trouble shoots equipment failures and performs minor maintenance procedures. 

Monitors book drop, book courier and bank deposit pickups.

Leads team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.

Leads monthly department meetings, attends All Staff Development Days, and other training sessions as required to stay informed and current on changes to library policies and procedures and information pertinent to PCCLD.

Reads daily organizational communications from intranet, e-mail, newsletters, telecommunications and print.  Stays informed on all Library events throughout the District. Regularly accesses electronic time keeping system, personnel and payroll database and on-line work request system.

Additional Info & Requirements

Skills and Abilities:   Personnel management skills; ability to select, develop and retain a highly skilled workforce in a customer service environment.  Advanced technical skills using computers and digital devices; Google docs, sheets, apps and g-mail and library networked database programs including Sirsi.  Ability to troubleshoot and maintain computerized mechanical equipment and integrated systems.  Sharp analytical skills used in problem solving and systems analysis.  Ability to identify problems, review possible alternatives and create efficiencies.  Excellent interpersonal communication skills, including the ability to resolve problems and influence others toward positive outcomes; good writing skills are required.  Demonstrates a systematic and enthusiastic approach to work, with careful attention to detail and high service standards.  Ability to set priorities, delegate and meet deadlines.   Budgeting skills with the ability to develop, forecast and report on departmental finances. Resourceful and prudent in making financial decisions. Ability to function under flexible and changing conditions. 

Must possess security management skills including physical dexterity, demonstrated ability to assess situations and respond accordingly, to communicate policies and protocol, and to diffuse potentially difficult situations, ability to maintain emotional control and act effectively under conditions that require swift judgment and ability to be courteous with patrons.

Other Requirements:  Must be able to work a flexible schedule including weekends and evenings.  Must be able to pass a criminal background investigation.  Must have clean driving record, Colorado Driver’s License and auto insurance.

The Community

PUEBLO CITY COUNTY LIBRARY DISTRICT

Pueblo City County Library District includes eight library locations:  Rawlings Library (main), Barkman Library, Lamb Library, Pueblo West Library, Library @ Y, Patrick Lucero Library, St. Charles Mesa Library and Colorado City Library.

Our Motto:  Ideas, Imagination & Information

Our Mission:  We serve as a foundation for our community by offering welcoing, well equipped and maintained facilities, outstanding collections and well trained employees who proide expert service, encouraging the joy of reading, supporting lifelong learning and presenting access to information from around the world.

Our Vision:  Books and Beyond

HR Info

Sherri Baca

Human Resources Manager

719-562-5632

Our on-line application process can be accessed from our website at: www.pueblolibrary.org

Posted Jul 10, 2015