Customer Service-Circulation Supervisor

GENERAL SUMMARY:

Under direct supervision of the Branch Manager, the Customer Service/Circulation Supervisor leads and manages the daily operations and functions of the Circulation Department and Circulation Service Desk. Models exceptional customer service and empowers library staff to do the same.

ESSENTIAL JOB FUNCTIONS:

• Provides leadership, training, and guidance to staff and public for materials checkout and circulation services.
• Provides friendly, welcoming, and professional service to library users and plays key role in resolving circulation related customer service problems.
• Directly manages daily operations of the Elkton Circulation desk. Provides direct supervision, evaluation, and coaching to full and part-time staff.
• Oversees branch meeting room booking system, reservations, and check-ins/check-outs.
• Manages departmental scheduling and statistics. Works collaboratively with Branch Manager, Adult Services Supervisor, and Youth Services Supervisor to coordinate schedules.
• Responsible for supervising daily cash handling procedures, accountability and security routines.
• Responsible for the duties of the Volunteer Coordinator including but not limited to recruiting, interviewing and supervising volunteers, and maintaining accurate records and statistics.
• Performs various forms of analysis, including workflow, logistics, and statistical. Compiles and prepares reports, data, and other written work.
• Trains staff in circulation policy, procedures, equipment and technology.
• Works with Branch Manager to develop and implement department or branch goals within overall system goals.
• Monitors services, develops and makes recommendations to the Branch Manager regarding policies and procedures of the Circulation desk.
• Provides general reader’s advisory services to library patrons.
• Enthusiastically promotes library services and programs to the community.
• Maintains facility and reports problems to appropriate staff.
• Serves as Librarian-in-Charge.
• Participates in local and statewide initiatives, training, and associations. Attends seminars, workshops, and continuing education activities.
• Responsible for the duties of the Volunteer Coordinator including but not limited to recruiting, interviewing and supervising volunteers, and maintaining accurate records and statistics.
• May serve on system-wide committees.
• Performs ongoing assignments of moderate to high difficulty.
• Other duties as assigned.

JOB STANDARDS:

• Promotes and maintains a high standard of customer service, both internal and external.
• Demonstrates ability to work with a diverse community.
• Models positive attitude towards library technology and change.
• Maintains courteous, friendly, and constructive relationships with all patrons and staff.
• Promotes and advocates a positive library image in the community.
• Maintains professional growth and awareness through training, self-directed learning and other means to stay abreast of current and emerging trends in the community and in libraries.
• Performs job in keeping with the policies, procedures, and values of the Cecil County Public Library.
• Demonstrates collaborative, straight forward, team-oriented leadership and supervisory methods.

CRITICAL SKILLS/EXPERIENCE:

• Associate’s Degree from an accredited college or university.
• Minimum two years supervisory experience.
• Knowledge of supervisory principles and practices with demonstrated skills and judgment in supervision and problem solving.
• Ability to effectively organize work, determine priorities, make decisions, and complete assigned duties with minimal supervision.
• Strong analytical skills; experience in logistical and workflow planning.
• Strong communication and interpersonal skills with the ability to develop effective working relationships with supervisors, staff, the community, and members of the public.
• Ability to maintain composure and flexibility in a changing, public facing environment.
• Excellent computer skills. Must be comfortable with learning and troubleshooting new technologies.
• Strong willingness and ability to acquire knowledge of library computer systems and applications.
• Ability to analyze and perform and or manage a wide variety of library projects.
• Excellent technology and computer skills and experience.
• Ability to travel throughout Cecil County and Maryland.

EQUIPMENT:

Personal computer, laptop, mobile devices, self-check machine, book carts, automated book sorter, photocopier, printer, AV projection equipment, security system, cash register.

WORKING CONDITIONS:

Works in normal heat and light conditions with some exposure to seasonal draft conditions. Lifts and moves books and materials weighing up to 35 pounds. Some eye fatigue from working at computer terminals; physical fatigue from working at counter height (39") work surfaces. Some stress from constant public contact. Occasional travel to facilities throughout the county and state using library or own transportation.

FAIR LABOR STANDARDS ACT STATUS: Exempt

SCHEDULE: 37.5 hours per week, evenings and weekends required. Additional flexibility may be required.

EOE Revised: 03/2026