The Role
Supervises library customer service desk operations, including staff hiring, training, scheduling, evaluation, workflow, and procedure documentation. Assists patrons with account issues, policies, payments, and database problems. Prepares deposits, revenue reports, and circulation metrics. Supports library promotions, facility monitoring, maintenance follow-up, and system routes requiring vehicle operation.
Summary Generated by Built In
DEPARTMENT
LibrariesSALARY
$48,671.20 - $60,839.00JOB 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.
Skills Required
- Two years of relevant coursework in business, library science, or a related area
- One year of experience in a bookstore or library environment
- Six months of supervisory experience
- Ability to lift up to 50 pounds
- Ability to push and pull up to 300 pounds using a four-wheeled device
- Ability to move up to 75 pounds
- Bilingual Spanish and English
- Bilingual Vietnamese and English
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The Company
What We Do
The City of Arlington, Texas, is the 50th largest city by population and the fourth most diverse in the United States. Known as the 'American Dream City,' it provides comprehensive municipal services and fosters a business-friendly environment to support economic growth. The city is a hub for various major employers and sports franchises, striving to create a sustainable and inclusive community for all residents.
