Patron Services Support Staff - Fulltime

City of Marion•Marion, IA

5d•Onsite

About The Position

This is a full-time, paraprofessional public customer service specialist position that requires knowledge of professional practice and independent judgement in its application, as well as the application of prescribed procedures and methods. The Patron Services Support Staff member assists the library’s diverse patron population at the full range of public service desks throughout the library and on the Bookmobile, and undertakes additional projects related to library services as required. Scheduled hours may vary weekly, including evening and weekend shifts. The Patron Services Support Staff member reports to the Patron Services Manager and works under the supervision of the Patron Services Leads.

Requirements

Strong customer services 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 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, copiers, and personal mobile devices (e.g. e-readers, tablets, smart phones).
Able to work under minimum supervision, including reflecting upon own performance and being self-motivated to improve.
Basic computer skills and familiarity with internet information retrieval are required.
High School Diploma or equivalent required.
Iowa Driving License, or able to obtain within 30 days of hire.
Eligible for appointment as a Notary Public in the State of Iowa.
Obtain Iowa State Library accreditation 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 or university is preferred.
Public library experience is preferred.

Responsibilities

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.
Responsibility for working with Youth Services staff to support teen patrons, and shifts managing and/or working in the Teen Room and Area, including at peak times.
Supporting the Patron Services Manager and Leads in training, mentoring, and coaching part-time Patron Services staff.
Internal and external continuing professional development activities.
Participating in library staff meetings and training sessions.
Providing occasional support for MarkerSpace-related activities and programs.
Providing minor maintenance and cleaning duties as required.
Off-desk activities as required, including assigned projects to support library services and enhance the patron experience.
Undergo Bookmobile driving training, and may be rostered to drive the Bookmobile on a contingency basis as well as register as a Notary Public and carry out notarial duties.