Customer Services Library Manager

Salary: $81,012.00 - $85,000.00 AnnuallyLocation : Johnston, IAJob Type: Full-TimeJob Number: LIB_25_LIBMANAGER_01172025Department: LibraryOpening Date: 01/17/2025Closing Date: 2/7/2025 11:59 PM CentralAre you passionate about providing exceptional customer service and creating a welcoming, inclusive environment? Join our dynamic team as a Customer Services Manager at Johnston Public Library, where you'll lead and inspire a dedicated front-line team to ensure our patrons have outstanding experiences. In this role, you will manage patron interactions, foster positive behavior, and implement creative solutions that promote library services to a diverse community. If you're ready to make a meaningful impact and help shape the future of library service, we'd love to hear from you! Essential Duties and ResponsibilitiesLibrary Managers share these core responsibilities:Collaborate with the Library Director and other managers to develop, implement, and evaluate library policies, procedures, and strategic goals.Supervise, train, schedule, and evaluate departmental staff to ensure efficient operations and high-quality services.Prepare, monitor, and manage departmental budgets, reports, and performance metrics.Oversee departmental operations to ensure compliance with library policies, standards, and applicable regulations.Build and foster relationships with library staff, volunteers, community organizations, and patrons to enhance engagement and outreach.Contribute to library-wide strategic planning and organizational development.Stay informed about current trends, emerging technologies, and best practices in library services and management.Represent the library in professional organizations and engage in ongoing professional development.Support the Johnston Library Foundation in its initiatives and activities.Perform other duties as assigned to meet the evolving needs of the library and community.Department-Specific ResponsibilitiesThe primary focus of this role is to ensure the library provides exceptional service to patrons in a welcoming, efficient, and inclusive environment. This position also leads behavior management efforts, promoting respectful and positive interactions in the library through empathetic, proactive approaches.Supervise and mentor front-line staff to deliver excellent customer service, assist patrons with library resources, and resolve inquiries or concerns.Develop, implement, and evaluate customer service procedures to enhance patron satisfaction, streamline operations, and ensure consistent policy enforcement.Lead behavior management efforts by promoting respectful, solution-focused strategies, including de-escalation techniques, and intervening in challenging situations as needed.Train and support staff in behavior management and customer service skills, fostering professionalism, empathy, and consistency in handling sensitive situations.Oversee scheduling, training, and evaluation of the customer service team, while providing ongoing coaching and professional development opportunities.Collaborate with library leadership to develop and update policies related to behavior management, public safety, and customer service, ensuring alignment with library values and community needs.Coordinate outreach programs, such as home delivery and volunteer opportunities, to connect with underserved populations and enhance community engagement.Facilitate services including reader advisory, meeting room rentals, and community feedback processes to improve patron experiences and satisfaction.EducationBachelor's degree, Master's degree in Library Science (MLS), Business Administration (MBA), Public Administration (MPA), or a related field is preferredExperienceMinimum of 3 years' experience in a public service role, with at least 2 years of supervisory experience, preferred.Proven experience in managing behavior-related issues in a public-facing environment, ideally in a library, educational, or community-based setting.Strong interpersonal and communication skills, with the ability to relate to a diverse range of individuals.Familiarity with current trends in library services, programming, and marketing strategies.Skills and AbilitiesAbility to lead by example, demonstrating empathy, patience, and strong decision-making skills, ensuring high levels of performance and engagement.Knowledge of library services, systems, and resources (preferred but not required).Ability to handle challenging situations calmly and effectively.Strong leadership, organizational, and decision-making skills with a focus on team-building and staff wellness.Proficiency in library systems, technology, and digital tools to enhance user experience.Effective communication skills, with an emphasis on empathy and inclusivity in working with diverse audiences.Expertise in conflict resolution and behavior management to ensure a safe and respectful environment.Creative thinking and problem-solving abilities, especially in a dynamic and evolving environment.Ability to work flexible schedules, including evenings and weekends.The City of Johnston is committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.Detailed information, including coverage and contribution amounts, is available on the City's Employee Benefit Console at The class code log on is CityofJohnston (all one word and case specific).Employee Benefit OfferingsMEDICALThe City offers two medical plan options for employees to choose from:Option 1: Traditional Wellmark PPO PlanPremium Contributions vary by employee group - see EBC for additional information$500 single/$1000 family deductible$1500 single/$3000 family Out of Pocket Maximum$25 Primary Care Office Visit Copay$35 Specialist Office Visit Copay$200 Emergency Room Copay (followed by deductible and coinsurance)Prescription Drug CopaysTier 1 - $10Tier 2 - $35Tier 3 - $50Biosimilars - $75Specialty - $100 Option 2: High Deductible Health Plan with Health Savings AccountThe City also makes a monthly contribution to eligible employees participating in a Health Savings Account with the city's banking partner.Employee Only - $100Employee + Spouse - $130Employee + Children - $130Family - $175$2500 Single / $5000 Family deductible$2500 Single / $5000 Family Out of Pocket maximumDENTALDelta Dental of Iowa PPO - Checkups PlusAnnual Deductible - $15 employee only, $45 familyPreventive Care - 100%, deductible waivedBasic Coverage - 90/10 after deductibleMajor Coverage - 50/50 after deductibleAnnual Maximum - $1500Short-Term and Long-Term Disability - Including Tax ChoiceCity pays 100% of the monthly premium for these coverages.Tax Choice - choose annually to pay tax on the premium to receive tax free benefit payment.Life and AD&D InsuranceCity pays 100% of the monthly premium1x salary coverage Voluntary coverage is available with maximum of 5x salary or $300,000 in $10,000 increments. Guarantee issue of $100,000 Spousal coverage is also available in $5000 increments to a $100,000 max (not to exceed employee's coverage) Guarantee issue of $10,000 Child(ren) coverage is available in $2500 increments to a max of $10,000IPERS/457 Deferred Compensation PlanVoya RICVisionVoluntary coverage - Delta Vision EyeMedEAP Employer paid through Employee & Family Resources Employee Assistance Program. Offers online, in-person, or telephone consultations with experienced counselors on a variety of topics.Symetra Accident & Critical IlnessVoluntary coverage01 How do you mentor and support front-line staff to ensure that they are providing excellent customer service? Can you describe a time when you successfully developed a team member's skills? 02 Libraries strive to create inclusive environments. Describe how do you ensure that all patrons feel welcome and respected in the library, especially in situations where there may be differences in cultural backgrounds, needs, or expectations? Required Question

Created: 2025-01-27