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Customer Relations Assistant Department Manager

Gail Borden Public Library is seeking a dynamic individual with strong leadership, organizational, and customer service skills to serve as the Assistant Department Head to our busy Customer Relations Department. This position exercises a large degree of independent judgement with the daily management and operations of the 25 member department. The person in this position will be required to have competencies with all Customer Relations job functions, including but not limited to customer service, drive-up procedures, concierge service, and library card registration. In addition to working closely with the Director of Customer Relations, this position will serve as the Person-in-Charge during the absence of the Customer Relations Director.

   Some of the essential responsibilities of this position include, but are not limited to:

  • Assists the Department Director with the supervision and coordination of department staff, including scheduling, hiring, training, coaching, evaluating, and mentoring
  • Assists with the development of departmental procedure manuals
  • Reviews and approves department payroll
  • Knows and applies library policies and procedures fairly and equitably
  • Provides support to staff dealing with escalated customer complaints/issues
  • Acts as Person-In-Charge in absence of the department Director


  • Bachelor’s degree
  • Minimum of 3 years of experience working in a public library environment
  • Supervisory and extensive customer service experience required
  • Clear and effective verbal & written communication skills
  • Ability to handle difficult and/or emergency situations in a calm, capable manner
  • Basic knowledge of Microsoft Office and other library integrated software systems
  • Good judgment in decision-making while following library policies
  • Friendly, positive, courteous, and cooperative attitude toward customers & staff
  • Positive attitude in support of the library’s mission, vision and values
  • Bilingual fluency in English & Spanish preferred  

Full-time, exempt position; must be available to work a combination of days, nights, & weekend hours

Salary: $51,051.00 + Excellent Benefits

    APPLICATION DEADLINE: Friday, October 2, 2020

Please review the full job description and consider joining our award-winning Library. Submit a cover letter, resume, and Employment      Application to jobs@gailborden.info or send to: Gail Borden Public Library, C/o Human Resources, 270 N. Grove Avenue, Elgin, IL 60120. Click here to download the Employment Application.




Gail Borden Public Library is an Equal Opportunity Employer