Customer Service Team Lead

Customer Service Team Lead

Salary

$49,152.78 - $82,348.05 Annually

Location

235 East Plume Street, Norfolk VA 23510, VA

Job Type

Permanent Full-time

Job Number

14256

Department

The Slover

Opening Date

07/23/2026

Closing Date

8/3/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Description

The Downtown Branch at The Slover invites applicants for a full-time Library Associate II (Customer Service Team Lead) to join our team. Success in this position requires knowledge of library resources and procedures, the ability to deliver consistent, high-level customer care, and nurture safe, inclusive spaces in support of diverse communities. Additional competencies include embracing innovative processes and technologies that enhance library operations and collaborating with coworkers to ensure holistic library experience.

The Slover is a beautiful venue and multi-use facility in downtown Norfolk with a mission to be the premier destination for residents and visitors to enjoy. The Slover supports a thriving downtown by encouraging tourism, providing resources for entrepreneurs, and partnering with the Downtown Branch Library to offer equal-opportunity access to resources, technology, and educational programs that promote lifelong learning, cultural enrichment, and more.

Departmental Hiring Salary Range: $49,152.78-$56,525.70

Essential Functions

Essential functions include but are not limited to:

• Provides customer service by assisting patrons with basic reference questions, providing assistance with computers and equipment, and recommending reading material.
• Performs circulation functions by checking materials in and out, reserving material requests, registering new patrons, coordinating with Interlibrary loans, and collecting fees.
• Creates engaging displays and promotional materials to highlight library collections, programs, and resources.
• Performs administrative duties by preparing and analyzing statistical reports and collaborating with Norfolk Public Library to track and maintain the Library of Things collection.
• Participates in the recruitment and onboarding of new team members and directs the work of NEL's, volunteers, and interns.
• Creates and manages library staff schedules ensuring adequate coverage at multiple service points.
• Responsible for the effective supervision of assigned staff to include prioritizing and assigning work, reviewing/approving leave and time sheets, and performance management.
• Develops, motivates, and supports staff by communicating expectations, providing feedback, serving as a mentor, and recommending training
• Serves as Manager on Duty as assigned and assists with the interpretation and enforcement of NPL Code of Conduct and Policy and Procedures.
• Other duties as assigned.

Education/Experience

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelors degree or equivalent.

Three years of experience in library, research or related services, including supervisory and/or management experience.

Additional Information & Requirements

Work Hours: This position is scheduled for 40 hours per week and typically works Tuesday - Saturday with a Monday/Friday rotation anytime within the hours of 8:30 am - 8:00 pm Monday - Thursday and 8:30 am - 5:00 pm Friday - Saturday. Workdays and hours may vary depending on organizational needs.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

02

Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee
• Yes - I am a previous City of Norfolk Employee
• No - I am not a previous or current City of Norfolk employee

03

If you were referred for this position by a current City of Norfolk employee, please provide the employees full name, department, and job title. If not, please indicate by typing "N/A."

04

Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

05

Please select the highest level of education you have completed.

• Less than High School Diploma/Equivalency
• High School Diploma/GED
• Some College (6 months or more)
• Vocational/Technical Degree
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

06

How many years of experience do you have in library, research, or related services?

• Less than a year
• 1-3 years
• 3-5 years
• More than 5 years
• No experience

07

How many years of experience do you have in assisting with collection development?

• Less than a year
• 1-3 years
• 3-5 years
• More than 5 years
• No experience

08

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

• I am not a Veteran
• I am a Veteran
• I am a Disabled Veteran

Required Question

Employer City of Norfolk