Patron Services Manager

Patron Services Manager

This is a supervisory professional position at the Marion Public Library. The Manager is responsible for a core function of the library under the direction and supervision of the Library Director. The Manager assists the library's diverse patron population, both in person and through designing, managing, and facilitating specialized library functions.

Additional personnel management is essential in this role. Supporting and guiding patron accounts staff & volunteers to accomplish the organization's mission, and working to ensure staff have the resources and training needed to deliver quality service. The employee serves as a member of the leadership team that develops and facilitates library policies, service programs, and collections; participates in visioning, strategic planning, problem solving, marketing and outreach activities, and space utilization planning.

Essential Job Duties & Responsibilities :

• Actively assess customer experience at the Circulation Desk; identify areas for improvement; design and implement strategies to enhance onsite and remote use of library services and resources
• Solicit and respond to customer feedback related to customer service and library experience
• Plan, coordinate and manage circulation and access services, including application of policies and procedures, public relations, informal readers' / viewers' / listeners' advisory functions, and collection of fines and other payments
• Manage self-check station actives and equipment
• Develop and maintain procedures for circulation and customer record access functions, including reserves, overdue materials, and library card applications with an emphasis on exceptional customer experience
• Mediate and resolve customer disputes, complaints, and inquiries related to circulation policies and procedures
• Prepare circulation and holdings reports monthly and annually, or as needed
• Manage library volunteer program and supervises volunteers
• Serve as library liaison to Unique Collection Agency
• Liaise with access services and circulation departments at other Metro Library Network libraries
• Oversee creation and maintenance of master and daily schedule for Circulation Desk and classification of volunteers
• Hire, train, supervise, and evaluate Circulation staff and volunteers
• Conduct library tours
• Attend and participate in library staff meetings and training sessions
• Participate in professional organizations and continuing education activities
• Work at public service desks regularly
• Supervise the library when the Library Director and the Deputy Library Director are not present
• Daily work may include some clerical and paraprofessional tasks including but not limited to general circulation duties and minor maintenance

Essential Job Knowledge and Skills :

Required Experience, Education and / or Certifications :

Physical Requirements & Working Conditions :

Potential Background Checks Include :

This City of Marion is an equal opportunity employer. We value and celebrate diversity. Employment is decided based on qualifications, merit and business need.