Library Customer Service/Circulation Supervisor
City of Aurora, Library & Cultural Services
Aurora, CO
It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.
Why Work for Aurora?
- Make a difference in the lives of real people every day
- Diverse community
- Competitive total compensation package
- Well-Funded General Employees Retirement Plan
- Light rail station minutes away
- On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement
- Access to innovation workspaces
The Hiring Range for this position is: $56,239.14 - $70,298.93/Annually
The deadline to submit applications is Monday June 24th, 2024 Please note, The City of Aurora will conduct ongoing screenings of applications on a first come, first-serve basis; as soon as we determine to have a qualified pool of applicants, this position may close quickly and without notice.
Department Information
The Library and Cultural Services Departments vision is to empower an environment of lifelong learning and cultural enrichment by stimulating learning and literacy, inspiring creativity, and integrating arts, culture and history into the lives of Aurorans. We have two divisions within the department: Library and Cultural Services, both offering a variety of free programs and services to the community. Please go to www.auroralibrary.org to learn more about the Aurora Public Library.
Library Services Summary
- 7 locations
- Books, CDs, DVDs, magazines
- Database and language learning programs
- Public computers
- Study space
- Printing, faxing and scanning services.
- Community events, programs, and activities for all ages
Position Information
Aurora Public Library is dedicated to providing high-quality customer service by adding an experienced customer service supervisor to the team. The individual in this position oversees system-wide customer service, circulation of library materials, and circulation policies. This person supervises a team of five paraprofessional library employees and coordinates system-wide circulation services and policies and develops/conducts staff training in customer service and circulation services. We are looking for someone who can demonstrate strong and capable leadership qualities with an ability to mentor other library staff by establishing best practices and setting goals. This person is part of a system-wide library supervisory team and participates and contributes to goal setting and strategic planning and provides high quality friendly service to customers and staff.
Locations: Will work primarily at assigned location below and may travel and temporarily work at other locations to conduct training/process analysis.
Central Library (Aurora Public Library)
14949 E. Alameda Parkway, Aurora, CO 80012
PRIMARY DUTIES & RESPONSIBILITIES
- Assists in developing an effective customer service model.
- Supervises Circulation Department staff at the Central Library.
- Oversees and supervises the library couriers and on occasion also provides courier service.
- Develops and/or oversees staff scheduling.
- Acts as “Person-In-Charge” on a rotating basis with added authority to manage customer issues and other situations.
- Develops, conducts, and oversees staff training.
- Provides friendly, efficient, and professional service to customers in-person, by telephone and email.
- Assists with higher level administrative duties as needed such as statistical analysis, system reviews, process assessments, market analysis, etc.
- Assists in system wide development of policies and procedures.
- May work on joint regional library service committees and user groups representing the Aurora Public Library.
- Oversees coordination of volunteers in Circulation.
Oversees and/or conducts the following:
- Checks books/other items in and out through computerized system.
- Answers general customer questions regarding library policy, procedures and customer accounts.
- Conducts in-depth customer account research and problem solving.
- Handles complex and difficult customer situations professionally and tactfully.
- Answers basic reference, reader’s advisory and general customer questions.
- Operates a cash register, conducts customer payment transactions, maintains a cashdrawer.
- Collaborates with Administrative Services staff on cash management policies and procedures.
- Sorts, processes, shelves and assists with other general library materials inventory management duties.
- Responsible for scheduling periodic maintenance for the library courier van.
- Performs additional duties as assigned.
MINIMUM QUALIFICATIONS & WORKING CONDITIONS
An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.
Education:
- Bachelor’s Degree in Library Science, Public Administration, Business, Business Process Management, or related field or a combination of any bachelor’s degree and related experience
- Master’s degree in library science is a plus.
Experience:
- At least three (3) years of library experience
- At least 3 years supervisory experience in a library, retail or customer service orientated function.
Licenses and Certifications Required:
- Valid driver’s license with good driving history
Knowledge:
- Principles, organization, and practices of library service.
- Library classification systems (Dewey, Library of Congress).
- Integrated Library Systems (Sierra/Innovative).
- Routine software/computer systems including the internet, email, word processing, spreadsheets, and inventory/customer transaction systems.
Skills:
- Strong interpersonal skills
- Skills in effective decision making
- Problem solving skills
Abilities:
- Deal with stressful situations with tact and diplomacy.
- Establish and maintain effective working relationships with employees and customers.
- Exercise good judgment in difficult and/or tense situations.
- Communicate with diverse customers/staff of all ages in a professional, age and culturally, appropriate manner.
- Follow oral and written instructions.
- Work shifts, including some nights, and weekends.
- Use general office equipment, computers, calculators, and copy/fax machine
- Ability to speak a second language is a plus
WORKING CONDITIONS
Essential Personnel:
- When a local announcement of emergency or disaster is declared by the City, all City of Aurora employees may be required to work as essential personnel.
Physical Demands:
- Light physical work requiring ability to lift a maximum of 20 pounds.
- Frequent pushing, pulling, and climbing.
- Considerable walking and standing.
- Clear vision to reading and interpreting reports, data analysis and preparation.
- Frequent hand/eye coordination for operation of computer and other office equipment.
- Speech communication and hearing to maintain communication with employees and customers.
Work Environment:
- Works primarily in clean, comfortable environment with shared work stations and equipment
- Shift work to include days, nights, working weekends and occasional holidays. Must be willing to work at least one closing shift.
Equipment Used:
- Frequently uses computer keyboard and telephone, fax machines, copiers and microfilm equipment
- This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment
For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.
The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.
Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check and drug screening. Employment references will be conducted on finalists for City of Aurora vacancies.