Customer Service Team Lead

Posting number: 14256

Department: The Slover

Job classification: Library Associate II

Posting type: Open

Categories: Community Services, Library, Education, Customer Service, Education, Training & Library

SummaryThe Downtown Branch at The Slover invites applicants for a full-time Library Associate II (Customer Service Team Lead) to join our team. Success in this position requires knowledge of library resources and procedures, the ability to deliver consistent, high-level customer care, and nurture safe, inclusive spaces in support of diverse communities. Additional competencies include embracing innovative processes and technologies that enhance library operations and collaborating with coworkers to ensure holistic library experience.

The Slover is a beautiful venue and multi-use facility in downtown Norfolk with a mission to be the premier destination for residents and visitors to enjoy. The Slover supports a thriving downtown by encouraging tourism, providing resources for entrepreneurs, and partnering with the Downtown Branch Library to offer equal-opportunity access to resources, technology, and educational programs that promote lifelong learning, cultural enrichment, and more. 

Departmental Hiring Salary Range: $49,152.78-$56,525.70 Examples of dutiesEssential functions include but are not limited to:

• Provides customer service by assisting patrons with basic reference questions, providing assistance with computers and equipment, and recommending reading material.
• Performs circulation functions by checking materials in and out, reserving material requests, registering new patrons, coordinating with Interlibrary loans, and collecting fees.

• Creates engaging displays and promotional materials to highlight library collections, programs, and resources.
• Performs administrative duties by preparing and analyzing statistical reports and collaborating with Norfolk Public Library to track and maintain the Library of Things collection.
• Participates in the recruitment and onboarding of new team members and directs the work of NEL’s, volunteers, and interns.
• Creates and manages library staff schedules ensuring adequate coverage at multiple service points.
• Responsible for the effective supervision of assigned staff to include prioritizing and assigning work, reviewing/approving leave and time sheets, and performance management.
• Develops, motivates, and supports staff by communicating expectations, providing feedback, serving as a mentor, and recommending training

• Serves as Manager on Duty as assigned and assists with the interpretation and enforcement of NPL Code of Conduct and Policy and Procedures.
• Other duties as assigned.

QualificationsWork requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent.

Three years of experience in library, research or related services, including supervisory and/or management experience. Supplemental informationWork Hours:  This position is scheduled for 40 hours per week and typically works Tuesday – Saturday with a Monday/Friday rotation anytime within the hours of 8:30 am – 8:00 pm Monday – Thursday and 8:30 am – 5:00 pm Friday – Saturday.  Workdays and hours may vary depending on organizational needs.