Customer Services Supervisor

Whitestown, IN

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At the Hussey-Mayfield Memorial Public Library, we are dedicated to enriching the lives of the communities in Zionsville and Whitestown, Indiana. Our team is at the forefront of library services, embracing modern technologies, creating innovative amenities, and delivering personalized, up-to-date programs. We foster collaboration, knowledge-sharing, and entertainment throughout our community. We are proud to be an Equal Opportunity Employer.

Team members are assigned a “primary library location” to provide consistency for their day-to-day work life. There will be times that team members are asked to assist at their non-primary location or community events.  


The Public Services Supervisor directly supervises the Circulation Staff at the Zionsville location and ensures visitors feel welcome and receive exceptional customer service. Additionally, the responsibilities will encompass a diverse range of responsibilities, including occasional program development and execution, proactive outreach initiatives, some reference assistance, collection curation and maintenance, community-building endeavors, and customer service.

Please note that the internal title of this role is Public Services Supervisor. We are bringing on this role at both our original branch in Zionsville and our newly opened branch in Whitestown. 


Supervisory Duties

  • Provide direction, leadership, and support to staff
  • Create, monitor, and adjust long-range and weekly schedules for staff.
  • Assist with interviewing, hiring, training, and evaluating performance for assigned personnel.
  • Participate in regular management meetings to communicate information to staff, listen to staff concerns, and report them to senior management as appropriate
  • Oversee the in-transit and hold processes
  • Develop standards of operations for circulation and public service procedures
  • Streamline department operations

Customer Service

  • Cultivate connections with patrons, actively seeking feedback for customer service enhancements.
  • Actively promote programming, resources, and services through various channels, including library spaces, community events, and online platforms.
  • Identify and pursue relevant grants to enhance services.
  • Participate in strategic planning

Patron Support and Engagement

  • Model and encourage staff to provide excellent customer service
  • Provide support to patrons and offer coverage at public services desks.
  • Deliver reference assistance to patrons in person, via phone, and online.
  • Perform readers’ advisory services and adeptly locate materials and resources for patrons.
  • Assist patrons in utilizing the integrated library system, computers, mobile devices, and other digital technologies.
  • Troubleshoot basic technology-related issues for patrons.
  • Actively engage with patrons to create a positive library image and actively seek feedback for customer service enhancements.
  • Curate visually appealing displays targeting a variety of audiences.
  • Actively promote programming, resources, and services through various channels, including library spaces, community events, and online platforms.
  • Identify and pursue relevant grants to enhance services.
  • Participate in strategic planning

Additional Duties

  • Collaborate with Technical Services on weeding and identifying needs in the collection.
  • Assume person-in-charge duties. Attend to patron, security, and building issues as needed.
  • Attend and actively participate in group meetings, trainings, and conferences, and stay current on library trends.
  • Complete cross-training to provide basic coverage in other areas as necessary.
  • Additional duties as assigned.


  • Master's degree in library science from an ALA-accredited program (or ability to obtain one within 6 months of hire).
  • Indiana Public Library Certification Level 3 or above (or ability to obtain one within 6 months of hire).
  • Minimum of three years of supervisor experience in a library or educational setting
  • Valid Indiana Driver’s License (or ability Proto obtain one within 6 months of hire).
  • Previous experience working in a library setting.
  • Previous experience working with the public.
  • Trained in current methodologies and best practices to address patrons’ needs, such as spectrum disorders, hearing impairments, and sight impairments.
  • Strong technical proficiency, including proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher).

Physical Demands

  • This position requires physical demands, including reading, writing, maintaining hand-eye coordination, standing, sitting, walking, bending, crawling, climbing, pushing, pulling, and lifting items weighing 15-20 pounds.


  • 24 days of PTO
  • 10 paid holidays & 1 floating holiday
  • Medical, dental, vision, and life insurance
  • Paid parental bonding leave
  • Multiple Retirement Plan Options
  • HMMPL pays 14% into the public retirement system for employees
  • Health Savings Account & Flexible Savings Account
  • Employee Assistance Program
  • Short-Term & Long-Term Disability

Employees are expected to perform the job duties listed with or without accommodation, if accommodation is needed, they should request it through the appropriate channels. 

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