PT Patron Services Staff

City of Marion•Marion, IA

2d•Onsite

About The Position

This is a part-time, paraprofessional public customer service position that requires knowledge of professional practice and independent judgement in its application, as well as the application of prescribed procedures and methods. This position will require regular performance of routine, general library tasks. This position assists the library’s diverse patron population at the full range of public service desks throughout the library. Scheduled hours may vary weekly up to a maximum of 30 hours per week, including weekend and evening shifts. This position will report to the Patron Services Manager and works under the supervision of the Patron Services Leads.

Requirements

Strong customer service skills.
Ability to respond to a diverse range of patron needs.
Act with integrity, professionalism and respect.
Display empathy, patience, flexibility, and curiosity.
Communicate clearly and appropriately with patrons and peers.
Possess knowledge of professionally curated print, digital, and online resources and information retrieval.
Ability to conduct reference interviews to determine patron's information and/or other needs.
Familiarity 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, etc.).
Able to work with minimal supervision, including reflecting on own performance and being self-motivated to improve.
Ability to sit or stand for long periods of time as well as 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 lift up to 35 pounds.
Ability to use a keyboard, mouse and touchpad.
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.
High school diploma or equivalent required.
Basic computer skills and familiarity with internet information retrieval are required.
Possess Iowa State Library Accreditation or able to obtain within one (1) year of hire date.
Valid Iowa Driver's License, or the ability to obtain within 30 days of hire.

Nice To Haves

Associate or bachelor's degree from an accredited college preferred.
Public library experience is preferred.

Responsibilities

Serve patrons at the Information (Circulation) and other public desks, including the Reference Desk, Technology Desk, the Children’s Desk, Teen Desk, and the Drive-Up Window.
Assist with occasional shifts on the library’s Bookmobile.
Identify and retrieve collection and account information needed by patrons.
Assist patrons with access to the library's physical and digital collections.
Conduct patron record queries, place holds, facilitate materials transfer between network libraries, and assist patrons with placing ILL requests.
Create new patron accounts.
Mediate and resolve patron disputes, complaints, and inquiries related to library policies and procedures.
Facilitate patron access to library technologies, and online services including troubleshooting printers, copiers, computers, and online resources.
Provide Readers' Advisory.
Process, sort, and route library materials.
Handle cash register transactions and resolve patron charges.
Uphold library policies in all areas of the library.
Provide top customer services and assistance to patrons of all ages in the use of all library services.
Work effectively and collaboratively as part of a busy team of part-time staff.
Participate in internal and external continuing professional development activities.
Participate in library staff meetings and training sessions.
Contribute to the general upkeep of the library and minor cleaning duties as required.
Perform off-desk activities as assigned, including assigned projects and tasks to support library services and enhance the patron experience.