Circulation Services Lead (Full-time)

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

Reports to: Public Services Manager

Starting pay: $19.00 per hour. Schedule includes weekday, weekend, and evening shifts.

Position Summary

The Circulation Services Lead provides service leadership within the Circulation Department by fostering an exceptional patron experience, supporting staff development, and promoting consistent, high-quality public service. Through visible leadership, daily engagement, and on-the-job coaching, this position models the library’s service standards while creating a collaborative, welcoming, and customer-focused environment.

Working in partnership with the Circulation Operations Specialist, this position helps ensure that both people and processes support the Library’s mission of providing outstanding service to every patron.

Primary Area of Ownership

People | Public Service | Daily Operations

The Circulation Services Lead is responsible for leading the daily public service experience within the Circulation Department. This position focuses on developing employees, supporting patrons, maintaining service standards, fostering teamwork, and providing visible leadership throughout daily operations.

Primary ownership includes:

• Staff coaching, mentoring, and development.
• New employee onboarding and hands-on training .
• Daily customer service leadership.
• Patron conflict resolution and service recovery.
• Floor supervision and operational support.
• Employee engagement and team culture.
• Reinforcement of library policies and service standards.
• Acting supervisory responsibilities when management is unavailable.
• Partnering with the Circulation Operations Coordinator to ensure operational practices support outstanding public service.

This position is responsible for leading people so they can confidently deliver exceptional service.

Essential Responsibilities

Leadership & Staff Development

• Train, coach, and mentor Circulation Assistants and Pages.
• Coordinate onboarding for new employees.
• Provide ongoing performance feedback and support.
• Foster employee engagement and professional development.

Customer Service

• Model exceptional customer service.
• Assist staff with complex patron situations.
• Resolve patron concerns and support service recovery.
• Reinforce library policies and service standards.

Daily Operations

• Provide visible leadership during daily operations.
• Assist with workflow and staffing priorities.
• Serve as acting supervisor when needed.
• Perform all duties of a Circulation Assistant.

Collaboration

• Partner with the Operations Coordinator to support department effectiveness.
• Collaborate with managers on departmental initiatives.
• Recommend improvements to services and workflows.

Physical Requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.

Employees in this position regularly:

• Lift, carry, push, and pull library materials and equipment weighing up to 40 pounds.
• Stand and walk for extended periods.
• Sit for extended periods while using a computer.
• Reach, bend, stoop, crouch, kneel, and use step stools when shelving materials.
• Perform repetitive movements associated with shelving, scanning, keyboarding, and handling library materials.
• Operate computers, telephones, scanners, printers, and other library equipment.
• Communicate effectively in person, by telephone, and electronically.

Working Conditions

This position is performed in a busy public library environment requiring regular interaction with patrons, staff, volunteers, and community partners. Employees must be able to:

• Work effectively in a fast-paced environment with frequent interruptions.
• Manage multiple priorities simultaneously.
• Respond professionally to challenging customer service situations.
• Work daytime, evening, weekend, and occasional additional hours as needed.
• Maintain regular and predictable attendance.

Qualifications

• Master’s degree in Library Science or related field preferred; other qualifications considered.
• 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.