Reporting to the Library Director, this position combines leadership in customer service with essential office management responsibilities. This employee is at the forefront of ensuring every visitor has a seamless and enriching experience and the Southern Pines Public Library is a welcoming atmosphere for all.

In this role, this position ensures a positive patron experience for all visitors to the library in two ways- by providing excellent service via the front desk and phone, and as a team leader in user experience. This person will keep up with trends in customer service, communicating those to staff and coaching staff through patron service questions with tact and efficiency. This employee will collaborate with library staff to gain feedback on SPPL specific procedures, policies, trends, and concerns and provide recommendations to the Library Director on opportunities for continuous improvement. Confidentiality of patron records is crucial, and this position maintains patron privacy. In the administrative role, this position performs budgeting, clerical, general office, and bookkeeping duties. This employee also oversees all phases of acquiring, preparing, and maintaining the library collection, inventories, budget spreadsheets, and statistical reports. This work requires skill in managing office routines and special attention to detail.

Annual Salary Range: $43,526.93-$65,290.40

Illustrative Examples of Work

• Guides all library staff in implementing customer service standards, address challenges, and help coach staff who request or need extra assistance in this area.
• Act as a liaison between library staff and library management for patron service needs.
• Engages staff to gain feedback on library trends and provide that input to the library director.
• Maintain statistical reports, databases, and spreadsheets, including detailed budgets, liquidation reports, and accounting of the daily cash drawers.
• Analyzes and updates procedures and practices for administrative and financial tasks.
• Place orders with vendors and receive and process items. This includes item requisitions, PO’s, invoice maintenance, and vendor relationships.
• Keep up with professional development readings, webinars, and other trainings in customer service, communicating trends and ideas for continuous improvement to library staff.
• Order and stock adequate supplies needed for departmental functions, within budgetary guidelines and purchasing rules.
• Assist as needed with front desk, programming, and other library operations.

• Train and direct volunteers to assist with appropriate tasks.
• Act as the library’s liaison to the Town’s safety committee, addressing safety concerns of the staff during those meetings.
• Working with the Assistant Town Manager, advises and trains Town staff on best customer services practices.
• When working evening or weekend shifts, is the acting supervisor on duty.

Knowledge, Skills, and Abilities

• Considerable knowledge and experience working in a customer service field and working knowledge of best practices as well as experience coaching a team.
• Knowledge of administrative and clerical procedures and systems such as word processing, spreadsheets, managing files and records, designing forms, and other office procedures and terminology. This includes MS Office based programs, notably Excel, and other computer operations.
• Considerable knowledge of spelling, grammar, and vocabulary.

• Basic understanding of libraries and the various types of informational materials found in the library.
• Ability to follow established procedures and to perform work requiring considerable detail and precision.
• Ability to work as a member of a team to accomplish common goals.
• Ability to establish and maintain effective working relationships with other employees and the general public.
• Upholds the patron behavior policy.

Desirable Experience and Training

Two year or four-year degree preferred. Experience in Customer service required. Experience working with the public and some familiarity with the library required. Previous clerical experience in the use of windows-based software required. Experience with Excel required. Must have a valid driver’s license with an excellent driving record.

Physical Requirements

Ability to bend, reach, and lift up to 25 lbs. in order to handle book trucks, shelve books, assist patrons, and organize shelves.

The Town of Southern Pines is an Equal Opportunity Employer.