Circulation Services Lead — Elevate Patron Experience

City of O'Fallon, IL; O'Fallon (IL); On-site; USD 54,443,000 - 60,174,000; Full time

Job summary

The City of O'Fallon, IL is seeking a Circulation Services Lead to guide daily public service within the Circulation Department, mentor staff, and uphold high service standards. You will model customer-focused behavior and provide on-the-job coaching to ensure an exceptional patron experience.

Collaborating with the Circulation Operations Specialist, you will oversee onboarding, staff development, conflict resolution, and floor supervision while promoting teamwork and library policies across

Qualifications

• Master’s degree in Library Science or related field preferred.
• Minimum of three years of library customer service experience preferred.
• Excellent interpersonal and communication skills.
• Strong conflict-resolution and customer service abilities.
• Ability to prioritize work in a fast-paced environment.
• Ability to work independently while fostering collaboration.
• Technological proficiency and willingness to learn new systems.
• Ability to explain library technology and services to patrons.
• Ability to coach, motivate, and develop employees.

Responsibilities

• Lead staff development, coaching, and mentoring for Circulation Assistants and Pages.
• Coordinate onboarding for new employees.
• Provide ongoing performance feedback and support.
• Foster employee engagement and professional development.
• Model exceptional customer service and handle complex patron situations.
• Resolve patron concerns and support service recovery.
• Provide visible leadership during daily operations and floor supervision.
• Collaborate with the Circulation Operations Coordinator to support department effectiveness.

Skills

Staff coaching

New hire onboarding

Customer service leadership

Daily operations management

Conflict resolution

Team supervision

Service standards

Public service leadership

Education

Master’s degree in Library Science

Tools

Computers

Scanners

Job description

The City of O'Fallon, IL is seeking a Circulation Services Lead to guide daily public service within the Circulation Department, mentor staff, and uphold high service standards. You will model customer-focused behavior and provide on-the-job coaching to ensure an exceptional patron experience.

Collaborating with the Circulation Operations Specialist, you will oversee onboarding, staff development, conflict resolution, and floor supervision while promoting teamwork and library policies across