Public Services Coordinator

City of Arlington; Seattle (WA); On-site; USD 49,000 - 61,000; Full time

Job summary

The City of Arlington Libraries is seeking a Library Services Supervisor to oversee customer service desks, hire and train staff, and ensure policy compliance across library facilities. Responsibilities include scheduling desk coverage, monitoring workflows, resolving patron account issues, processing fines, and generating revenue reports.

Requires coursework in business or library science and library or bookstore experience, with strong supervisory and communication skills.

Qualifications

• Two (2) years of coursework in business, library science or related areas.
• One (1) year of experience in a bookstore or library environment.

Responsibilities

• Coordinate and supervise customer service activities provided by staff assigned to library facilities customer service desks by hiring, training, and evaluating employees in customer services techniques and departmental and city policies and procedures.
• Assist library patrons by responding to inquiries and resolving problems with account records or service issues.
• Prepare daily deposits and complete revenue reports, monitor cash handling accuracy, prepare general reports on various program components, including circulation metrics and customer requests for information.

Skills

Customer service supervision

Staff training

Cash handling

Windows-based software

Database management

Communication skills

Problem solving

Bilingual - Spanish/English

Education

Two (2) years of relevant coursework in business/library science

One (1) year of experience in a bookstore or library environment

Tools

Library automation system

Job description

DEPARTMENT

Libraries

SALARY

$48,671.20 - $60,839.00

JOB SUMMARY

Under general direction, supervises customer service activities conducted within library facilities and assists library patrons.

ESSENTIAL JOB FUNCTIONS

• Coordinate and supervise customer service activities provided by staff assigned to library facilities customer service desks by hiring, training, and evaluating employees in customer services techniques and departmental and city policies and procedures.
  • Schedule and monitor the day-to-day activity of the service desks.
  • Evaluate and make recommendations to the Division Administrator Area Branch Manager or Public Services Administrator concerning efficient workflow and customer service desk operations.
  • Prepare written documentation of customer services procedures.
• Assist library patrons by responding to inquiries and resolving problems with account records or service issues.
  • Interpret library policies and procedures.
  • Accept and process payment of fines on account.
  • Perform complex problem-solving tasks relating to patrons and item database maintenance.
• Prepare daily deposits and complete revenue reports, monitor cash handling accuracy, prepare general reports on various program components, including but not limited to circulation metrics, and customer requests for information.

OTHER JOB FUNCTIONS

• Create or schedule displays, monitor signage in the building, and otherwise assist in the promotion of library programs, materials, and support for the community organizations.
• Monitor facility conditions (cleanliness and function), safety, and correct and/or report deficiencies as needed.
  • Follow up to ensure completion of needed repairs, maintenance, or other facility requests.
• Support operational needs of the library system including but not limited to operating city vehicles in the completion of scheduled routes throughout the library system as well as neighboring cities as needed.

MINIMUM QUALIFICATIONS
Knowledge, Skills and Abilities Required

• Knowledge of automated circulation system functions.
• Knowledge of basic supervisory techniques and principles.
• Knowledge of relational database concepts as pertaining to library databases of items, bibliographic records, authority records and patron records.
• Knowledge of basic computer tasks, software, the Dewey Decimal system classification, and alpha-numeric filing
• Basic knowledge of public library organization and principles of operation.
• Knowledge of basic promotional and marketing practices to attract and retain customer for various programs and services.
• Skill in making arithmetic calculations.
• Skill in cash drawer management, handling money, and balancing accounts.
• Skill in utilizing Windows-based software.
• Skill in adapting to changes and upgrades in computer software.
• Skill in responding quickly and efficiently, in a pleasant manner to library patrons.
• Skill in utilizing word processing, spreadsheet, and database programs.
• Skill in motivating others to perform repetitive, manual tasks in an accurate and efficient manner.
• Skill in adjusting communication style as necessary to effectively instruct staff and volunteers in processing, data entry, and database techniques.
• Skill in communicating both orally and in writing, to employees and the public.
• Skill in problem-solving.
• Ability to easily adjust to fluctuating work levels and move within the library system as assigned.
• Ability to establish and maintain effective working relationships with subordinates, peers, and management within the City, as well as the public.
• Ability to generate alternative solutions to problems, evaluate courses of actions, and make independent discretionary decisions.
• Ability to exercise discretion with patron records.
• Ability to lift to 50 lbs.
• Ability to push and pull up to 300 lbs. using a four-wheeled device.
• Ability to move up to 75 lbs.

Qualifying Education and Experience

• Two (2) years of relevant coursework in business, library science or related areas.
• One (1) year of experience in a bookstore or library environment.

PREFERRED QUALIFICATIONS
Preferred Education and Experience

• Six (6) months of supervisory experience
• Bilingual - Spanish/English
• Bilingual - Vietnamese/English

Employment Screenings Required

• Criminal Background Check
• Drug & Alcohol Testing
• Health Performance Evaluation/Physical Examination
• Motor Vehicle Record Review

City of Arlington is an Equal Opportunity Employer.