LibraryJobline

Job Description

We are looking for a person who has a vision of the library as a place that contributes to a vibrant local community.  This person will model personalized customer service and inspire their staff to provide that level of service as well.  If this sounds like you and you are a warm and friendly person who finds ways to connect with people, this may be the job for you.

The Public Services Supervisor for our Library Call Center will provide core Library services by phone, in person and on the web.  They will provide a consistent quality customer service experience for our Patrons.  They will supervise daily operations of the Library Call Center with a staff of 7 full and part-time individuals.  The person in this position expends/audits resources with limited budgetary and decision-making authority over their resources.  They will supervise access to resources, including physical and virtual resources of the system. The Public Services Supervisor for our Call Center reports to the Public Services Manager of the Digital Experience team. 

ESSENTIAL DUTIES:

Customer Service

• Delivers a consistent quality customer service experience both internally and to our Patrons.
• Communicates expectations to the Library Call Center staff about Library services and trends in customer service.
• Implements industry best practices for merchandising and promoting Library resources as directed.

Supervising and Training

• Supervises staff in areas of responsibility, including coaching on industry best practices.
• Recommends routine personnel matters affecting subordinates, including interviewing applicants, evaluating performance, and taking corrective action.
• Prepares and submits routine reports as necessary for Library management.
• Participates with others in cross-functional teams to accomplish goals and objectives.

Implement and Deliver Core Library Services

• Anticipates and solves problems as non-routine situations arise.
• Supports adherence to established policies, procedures and standards.
• Communicates changes in policy and procedures to direct reports and implements them as directed.
• Applies input from community for implementing system-services using established industry benchmarks.
• Maintains current knowledge of trends in libraries and related fields to suggest new services for development and implementation system-wide.
• Routinely provides direct customer service.

Planning and Budgeting

• Provides input for department budget and audits spending per established procedures and limits.
• Participates in annual planning for Library services.
• Communicates goals and strategic priorities to Library Call Center staff.

Other

• Participates in special assignments such as prototyping new services, supervising short term projects outside typical are of responsibility.
• Must be familiar with laws governing patron privacy and confidentiality under CRS24-90-119, and the Code of Ethics of the American Library Association, as well as ADA governing public access to space and technology.

Additional Info & Requirements

• 1 year of library experience required.
• 2 years customer experience required.
• 1 year supervisory experience required.
• Technology skills appropriate for the position.

The Community

Jefferson County Public Library, formed in 1952, is the largest public library in the state of Colorado and in the Rocky Mountain Region.  Nestled midway between the city of Denver and the nearby Rocky Mountain Region, and spanning 774 square miles, Jefferson County is the second largest county in Colorado.  Jefferson County Public Library is a Department in Jefferson County Government.

Jefferson County Public Library (JCPL) will be the essential destination where all generations connect, discover, and create.  We help to build an educated and vibrant community by providing equal access to information and opportunities.  Everyone is welcome at JCPL.  We serve with care, meet patrons where they are, give them our full attention, and strive to exceed their expectations.  Our core values are: Innovation, Accountability, and Excellence.

HR Info

Kim Curtis

Recruitment Coordinator

Jefferson County Public Library

kim.curtis@jeffcolibrary.org

• Offer of employment contingent on criminal background check, education verification and Motor Vehicle Record check.
• Must be able to work some evenings, some weekends and minor holidays.