Circulation Services Leader: Elevate Patron Experience

City of O'Fallon, IL; O'Fallon (IL); On-site; USD 22,000 - 31,000; Full time

Job summary

City of O'Fallon, IL is seeking a Circulation Services Lead to provide service leadership within the Circulation Department, delivering an exceptional patron experience, mentoring staff, and upholding high public service standards.

Reporting to the Public Services Manager, you will coach Circulation Assistants, supervise daily operations, resolve patron concerns, onboard new employees, and collaborate with the Circulation Operations Coordinator to ensure smooth workflows.

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.

Responsibilities

• Lead the daily public service experience within the Circulation Department, focusing on staff development and customer service excellence.
• Coach Circulation Assistants and Pages; onboard new employees and provide ongoing feedback.
• Provide visible leadership during daily operations and assist with staffing priorities.
• Resolve patron concerns and support service recovery; enforce policies and standards.
• Act as supervisor when management is unavailable; collaborate with the Circulation Operations Coordinator.

Skills

Customer service

Interpersonal skills

Conflict resolution

Communication

Technological proficiency

Coaching

Prioritization

Independent work

Education

Master’s degree in Library Science or related field

Job description

City of O'Fallon, IL is seeking a Circulation Services Lead to provide service leadership within the Circulation Department, delivering an exceptional patron experience, mentoring staff, and upholding high public service standards.

Reporting to the Public Services Manager, you will coach Circulation Assistants, supervise daily operations, resolve patron concerns, onboard new employees, and collaborate with the Circulation Operations Coordinator to ensure smooth workflows.