close
Font size options
Increase or decrease the font size for this website by clicking on the 'A's.
Contrast options
Choose a color combination to give the most comfortable contrast.

Full-Time Circulation Manager – open position

< Back to Employment Opportunities

Full-Time Circulation Manager

Exempt: Yes

Department: Circulation Services

Reports To: Director, Library Services

Location: Fayetteville Public Library

Rate of Pay: Starting at $57,366 - $65,977 per year

Benefits: Medical, Dental, Vision, Retirement Savings Plan with Employer Match, Paid Time Off

Safety Sensitive: No 


GENERAL DESCRIPTION OF POSITION

As Circulation Services Manager, you help create an experience that makes our community say, "I love Fayetteville Public Library!" As a manager, you will lead by exemplary example. When you work at FPL, you are working alongside a dedicated team that brings their passion and pride to all that they do. You share your technical and product knowledge with customers and other staff, contributing to the overall success of the Library. You relate easily to others, building rapport and collaborative relationships with both the staff and customers. You are able to communicate and interact with all customers, create a welcoming and inclusive experience, are a good listener and enjoy working with people. You have a passion for what you do and enrich the customer's experience by using your knowledge to determine the customer's needs and exceed their expectations. You are comfortable in a changing environment, with multitasking, and with learning new systems and procedures.

 

As Circulation Services Manager, under general direction, you will develop, organize, and manage all aspects, activities, and staff within the Circulation Services department. These activities include patron database management and flow of materials activities such as shelving, shifting, and missing item searches. You will provide exemplary frontline customer service, establish optimal workflow and staffing, communicate library policy to staff and customers as well as evaluating and improving department functions. You will also hire, train, coach, develop, and dismiss Circulation Services staff in support of these functions.


ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Proactively greet and establish rapport with patrons, enthusiastically engaging them in conversations about all of our materials and services. Provide exemplary customer service in-person at all locations throughout the library. Answer questions about library programs and services and refer callers and visitors to the appropriate staff member or service desk. Lead Circulation Services staff to also consistently execute these behaviors. Staff public services desks and deploy circulation services staff to do the same as needed.

2. Effectively communicate to patrons regarding a variety of topics including, but not limited to, library products and services, policies, responsibilities, and code of conduct. Blend creativity, problem solving, and decision making to positively impact the customer experience, de-escalate any negative situations and resolve customer questions and concerns. Monitor customer feedback. Diffuse difficult, volatile, and/or inappropriate customer situations, keeping safety in mind.

3. Ask open ended questions to assess, understand, and ascertain customer needs, determine how to tailor your approach, and provide recommendations using your institutional knowledge to connect our customer with the right solution. This includes both routine and complex patron inquiries. Provide advanced research assistance, technical assistance, and exemplary frontline customer service.

4. Administer and maintain patron database integrity using the library's integrated library system to assure integrity and optimal work processes across the library. Register customers and update library accounts ensuring customer privacy and confidentiality of customer information per Arkansas State Statute 13.2.7 and train all Circulation staff to do the same.

5. Manage circulation of materials for library collections, maintaining optimal efficiency and accuracy. Coordinate activities with other managers to properly shelve checked out/checked in materials in a timely manner. Monitor reported issues and resolve or delegate.

6. Manage software in support of circulation services, i.e. the integrated library system, automated materials handling system, online public access catalog and the web interfaces for the periodicals vendor and the collection agency. Research vendors in support of these activities and make recommendations on vendor selection. Develop and maintain excellent relationships with vendors and negotiate purchases and contracts.

7. Manage delinquent patron accounts including those that have been sent to a collection agency and/or the city prosecutor.

8. Prepare and administer annual department budget and establish budget priorities. Assist supervisor in researching purchasing decisions as needed.

9. Direct and evaluate circulation services workflow to continually improve work processes. Establish and monitor performance metrics, track and analyze data, and prepare reports. Identify opportunities to improve efficiency and effectiveness, document procedures, test and implement solutions.

10. Orient new staff in circulation services, ensuring a smooth acclimation to the Library and our culture. Coordinate training of new staff members. Seek out ways to train, develop, and coach circulation services staff in the moment to enhance their job performance and skills. Hire, schedule, supervise, train, develop, coach, evaluate, assign work, monitor, and dismiss circulation services staff, interns, and volunteers. Ensure that the department is staffed with qualified personnel and oversee their continued professional development.

11. Communicate and interpret Library policies and procedures for staff. Hold meetings as necessary. Identify and communicate staff ideas and concerns to the department director and other library managers. Work with other teams across the library to implement services, programs and procedures that assist with the delivery of exemplary customer service.

12. Display excellent time management skills, attention to detail, problem solving skills, strong organizational skills and the ability to work proactively to balance multiple tasks and prioritize work. Complete work at an appropriate pace with a sense of urgency.

13. Work as a member of the management team to evaluate and improve overall library services to resolve shared issues, streamline workflow efficiency and create, support and implement library policies and procedures. Serve on/chair library committees. Assist with library services, programs, and outreach opportunities as needed. Represent the Circulation Services department and the Library in public, media, Library Board of Trustees meetings, and professional associations.

14. Pursue professional development, which may involve travel, to keep informed of current and emerging customer service, circulation services, and library trends. Provide assistance and coaching to colleagues. Maintain professional and technical knowledge through attendance of educational workshops, review of professional publications, establishment of networks, and participation in professional organizations.

 

15. Assume delegation of supervisor as needed. Serve as manager-in-charge of facility as necessary.

 

16. Assume personal responsibility for the building's condition and solve minor issues and problems as they arise.

17. Complete special projects as assigned.

18. Protect library assets and ensure building security adhering to library policies and following appropriate closing procedure. Learn and carry out emergency procedures. Provide leadership in response to emergency situations.

19. Perform any other related duties as required or assigned.

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.


PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

 While performing the functions of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear; frequently required to climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds; frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.


MINIMUM QUALIFICATIONS

1. Graduate degree (MLS, MLIS, M.B.A., M.A., etc.) plus 3 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience.

2. High language skills including ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and group situations with customers, clients, general public and other employees of the organization.

3. Basic math skills including the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

4. High reasoning skills including the ability to solve practical problems and deal with several variables where only limited standardization exists and the ability to communicate this information.

5. High computer skills including knowledge of office productivity software and ability to operate standard office equipment.

6. Advanced skills with patron database management and integrated library system.

7. Excellent customer service skills including the ability to resolve difficult customer situations.



OTHER SKILLS AND ABILITIES

1. Ability to work a flexible schedule as assigned that includes evenings, weekends, and holiday shifts is required.

2. Creativity and awareness of community needs to design and implement library services and programs for adults.

3. Strong organizational, time management, and interpersonal skills.

4. Ability to work both independently and as an effective and valued team member.

5. Work under pressure on multiple projects with frequent interruptions and tight deadlines.

6. Ability to provide own cell phone.

7. Multilingual skills a plus.


WORK ENVIRONMENT

1. Ability to tolerate moderate noise that comes from an office environment with typical HVAC performance, constant visitors, telephone calls, computers, and printers and light traffic and the ability to tolerate an increased level of noise during programming events.

2. Ability to work near mechanical equipment including the book conveyor and sorting system and mechanical lift for walk-up book drop. 


ADDITIONAL INFORMATION

All Library positions require customer-focused service to both internal and external customers, flexibility, teamwork, punctual and reliable attendance, and compliance with all applicable local, state, and federal laws.  In addition, all supervisory positions require the employee to demonstrate leadership competencies by exhibiting appropriate role modeling and setting proper examples.


TO APPLY

Please send completed application, résumé and cover letter to:

Ramonica Duarte, HR Director, Fayetteville Public Library, 401 W. Mountain St., Fayetteville, AR 72701.

Application materials may be emailed to Ramonica at rduarte@faylib.org.