Library Patron Services Lead

City of Marion•Marion, IA

1d•Onsite

About The Position

This is a full-time, paraprofessional public customer service specialist position performing technical public library tasks under the direction of the Patron Services Manager or Library leadership team. The position requires knowledge of professional practice and considerable independent judgment in its application, as well as the application of prescribed procedures and methods. The Patron Services Lead supports the Patron Services Manager by performing a range of tasks and projects to advance the operation of Patron Services, including onboarding, training and coaching of staff, and provides services to the library’s diverse patron population. As the lead, this person may be responsible for opening and closing the building at the beginning/end of a shift; handling emergencies per policy/procedure and overseeing building-wide operations including circulation and customer service; making decisions for the library/patrons both independently and in conjunction with the Manager. Scheduled hours will include nights and weekends. The employee will be on the Library’s Leadership Team and be employee in charge of the library in a weekend rotation with the library managers.

Requirements

Strong customer service skills.
Able to respond to a diverse range of staff and patron needs.
Act with integrity, professionalism and respect.
Display empathy, patience, flexibility and curiosity.
Communicates clearly and appropriately with patrons and peers, and able to clearly communicate and operationalize library policy to staff and patrons.
Able to train, mentor, coach and supervise others.
Show leadership and able to problem-solve, sometimes in high pressure situations.
Knowledge of professionally curated print, digital, and online resources and information retrieval
Able to conduct reference interviews to determine patrons’ information and/or other needs.
Familiar with fiction and non-fiction books, media and resources and popular culture references
Able to use and explain standard office software, web browsers, and apps.
Familiar with computers, printers and copiers, and personal mobile devices (e.g., e-readers, tablets, smart phones).
Able to work with minimal supervision, including reflecting on own performance and being self-motivated to improve.
Able to represent the library to the public.
Basic computer skills and familiarity with internet information retrieval are required.
High School Diploma or equivalent is required.
Iowa Driving License, or able to obtain one with 30 days of hire.
Eligible for appointment as a Notary Public in the State of Iowa.
Iowa State Library Accreditation, or able to obtain within 1 year of hire.
Ability to sit or stand for long periods of time.
Ability to bend, stoop, reach, stand, push, pull as required.
Physical agility, strength and dexterity necessary for handling library materials, including but not limited to retrieving, shelving, lifting and moving library materials.
Ability to utilize a keyboard, mouse, and touchpad.
Ability to lift up to 35 pounds.
Interpersonal skills and cognitive flexibility to interface with a variety of internal and external customers in diverse, sometimes high-stress, situations.
Executive functioning skills appropriate for a busy, fast-paced environment.

Nice To Haves

Graduation from an accredited two-year or four-year college is preferred.
2 – 5 years’ public library experience is preferred.

Responsibilities

Serve on the Library’s Leadership team.
Carry out onboarding, orientation and training for those performing patron services duties.
Assist with staff training and development.
Scheduling of staff and service desk coverage, including arranging and/or providing cover for planned and unplanned absences.
Assist Patron Services Manager in planning the work of, organizing, and management of the Patron Services team.
Library opening and closing duties as assigned and act as weekend employee in charge on rotation with library managers.
Serve as point person for staff and patrons in the absence of Department Manager.
Coordinate patron registration in the library computer system, maintain computer records for patrons, overdue items, fees, loss of materials, including working with the Library’s Collection Agency, suspension of borrowing privileges and supervision of holds.
Resolve or assist with any patron issues, disputes, complaints and inquiries in a timely manner.
Assist the Patron Services manager in compiling, analyzing and reporting circulation and other statistics.
In the absence of the Patron Services manager, carry out weekly monitoring and management of cash registers.
Assist in identifying library’s volunteer needs and serve as lead trainer to volunteers as directed by management.
The Lead is also regularly scheduled to serve patrons at the Information (Circulation) desk and other public desks, including the Reference desk, Technology desk, Children’s desk, Teen desk, and at the Drive-Up window, as well as periodic work on the library’s Bookmobile.
Identifying and retrieving collection and account information needed by patrons.
Assisting patrons with access to the library’s physical and digital collections.
Conducting patron record queries, placing holds, facilitating materials transfer between library networks, and assisting patrons with placing ILL requests.
Creating new patron accounts.
Mediating and resolving patron disputes, complaints, and inquiries related to library policies and procedures.
Facilitating patron access to library technologies and online services, including troubleshooting printers, copiers, computers and online resources.
Providing Readers’ Advisory.
Processing, sorting and routing library materials.
Handling cash register transactions and resolving patron charges.
Upholding library policies in all areas of the library and on the Bookmobile.
Assist patrons of all ages in the use of all library services.
Provide general patron and circulation services.
Internal and external continuing professional development activities.
Coaching and mentoring of patron services support staff.
Participating in library staff meetings and training sessions, including leading sessions for the Patron Services Department.
Performing minor maintenance and cleaning duties as required.
Off-desk activities as required, including assigned projects to support library services and enhance the patron experience.