Patron Experience Lead, Circulation Services

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

Job summary

City of O'Fallon seeks a Circulation Services Lead to provide service leadership in the Circulation Department, fostering a welcoming, customer-focused environment and coaching staff to deliver high-quality public service.

You will partner with the Circulation Operations Specialist to support the Library's mission, lead daily operations, and develop staff while reinforcing policies and service standards.

Qualifications

• Master’s degree in Library Science preferred; other qualifications may be considered.
• Minimum 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

• 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.
• 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.
• Model exceptional customer service.
• Assist staff with complex patron situations.
• Resolve patron concerns and support service recovery.
• Reinforce library policies and service standards.
• 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.
• Partner with the Operations Coordinator to support department effectiveness.
• Collaborate with managers on departmental initiatives.
• Recommend improvements to services and workflows.

Skills

Customer service

Communication

Conflict resolution

Leadership

Coaching

Organizational skills

Technology skills

On-site work

Education

Master’s degree in Library Science

Job description

City of O'Fallon seeks a Circulation Services Lead to provide service leadership in the Circulation Department, fostering a welcoming, customer-focused environment and coaching staff to deliver high-quality public service.

You will partner with the Circulation Operations Specialist to support the Library's mission, lead daily operations, and develop staff while reinforcing policies and service standards.