Public Services Team Lead

La-Porte-County-Public-Library-1; Walkerton (IN); On-site; USD 21,000 - 30,000; Full time

Job summary

La Porte County Public Library seeks a Public Services Team Lead to manage front-line customer service at the Fish Lake Branch and support daily operations across locations.

The role involves supervising staff, ensuring quality service, and coordinating programs while maintaining a welcoming library environment for all community members.

Qualifications

• High school diploma or equivalent and specialized training applicable to position.
• One year of customer service experience required.
• Uses independent judgment in daily tasks.
• Comfortable working with hardware devices and software; willing to learn new technologies.
• Cash handling experience with cash drawer, register, and card machine.
• Welcomes serving diverse community members.

Responsibilities

• Applies customer service standards to daily interactions.
• Oversees daily operations at assigned location.
• Opens and closes according to procedures.
• Supervises Customer Service Specialists and/or Volunteers.
• Leads team projects as assigned.
• Provides high-quality customer service, research assistance, notary services, and answers customer questions.
• Manages materials: check-in/out, returns, processing, shelving.
• Collaborates to plan and promote library classes, events, and initiatives.
• Creates displays per Marketing Plan.
• Participates in collection maintenance.
• Maintains safe and clean environment and reports facility issues.
• Applies Code of Conduct policy consistently.
• Follows established policies and procedures.

Skills

Customer service

Independent judgment

Cash handling

Tech literacy

People skills

Education

High school diploma or equivalent

Specialized training for position

Tools

Cash register

Credit card machine

Job description

Description

This position works 30 hour per week and works the hours of the Fish Lake Branch Library.

Job Title: Public Services Team Lead

Classification: Clerical

Location: All

Reports To: Public Services Coordinator

Position Type: Non-Exempt

Grade: III

JOB PURPOSE

Leads Customer Service in applying the Library’s Customer Service Standards to create positive customer interactions and experiences on a daily basis.

ESSENTIAL RESPONSIBILITIES

• Applies LPCPL’s customer service standards (courtesy, professionalism, attitude, safety, quality)


• In charge of daily operations at assigned work location or work area


• Opens and closes according to established procedures


• Assigns and supervises daily work of Customer Service Specialists and/or Volunteers


• Leads team projects as assigned


• Provides high quality customer service (provides research assistance, notary services, answers customer questions, helps customers find library materials)


• Handles materials (checks materials in and out; empties book returns; processes requested items; inspects, shelves & shifts materials; maintains orderly shelves)


• Maintains customer accounts (sets up new customer accounts, makes changes to customer information, and reconciles customer accounts)


• Works in collaboration with staff to plan, conduct, and promote, library classes, events, and initiatives


• Creates displays according to the Marketing Plan


• Participates in collection maintenance


• Creates a safe and clean environment for customers and staff and monitors and reports issues with cleaning, mechanical systems, and building issues


• Applies Code of Conduct policy consistently with all customers


• Abides by established policies and procedures

Requirements

POSITION REQUIREMENTS

• You have a high school diploma or equivalent and specialized training applicable to position


• You have previously worked in customer service for one year


• You use independent judgment


• You are comfortable and confident working in an environment with a variety of hardware devices and software products, and willingness to learn new technologies


• You have cash handling experience using a cash drawer, register, and credit card machine


• You welcome working with all people from your community


• You are positive, adaptable, and forward thinking


• You display appropriate demeanour at all times; this includes dress, body language, and facial expressions


• You organize multiple tasks and projects to meet deadlines


• Works from various locations, as needed

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Office environment; exposure to materials returned in unfavorable conditions, occasional exposure to outside weather conditions


• Frequently lifts and carries 10 pounds; occasionally pushes/pulls up to 50 pounds using cart; frequently sits, stands, kneels, squats, bends, twists, grasps, and reaches above shoulders to move materials


• Vision abilities include: close, distance, colour, peripheral vision, and depth perception


• Must be able to respond to fire alarms, warning sirens, and phone pages