SLRC Circulation Office Support Specialist III

City of Baltimore•Baltimore, MD

1d•Onsite

About The Position

The Enoch Pratt Free Library has an opening for a SLRC Circulation Office Support Specialist III at the Central branch in Baltimore. Reporting to the Circulation Manager, the SLRC Circulation Specialist III is at the heart of our mission to empower, enrich, and enhance the quality of life for all through equitable access to information, services, and opportunity. This position will provide exceptional customer service, assist with maintaining our collection, and promote library services. This on-site position requires a flexible schedule, including evenings and Saturdays, with potential assignments at other branches. Baltimore’s top five languages among English Language Learners are Spanish, Arabic, Chinese, French, and Korean. Applicants who are bilingual in English and any of these or other languages are encouraged to apply.

Requirements

High school diploma or GED.
Three years of direct in-person customer service experience.
Experience with a variety of technologies, including digital resources, mobile devices, office software, and email.
Experience with MS Office and MS Teams, and especially MS Outlook.
Library circulation policies, procedures, and best practices.
Cash handling and financial reconciliation procedures.
Interpret and apply library policies and procedures consistently.
Maintain confidentiality of sensitive information.
Work independently while contributing as a member of a team.
Ability to pay attention to detail.
Ability to provide a variety of information and guidance clearly, courteously and pleasantly to library customers.
Ability to establish and maintain effective working relationship with coworkers.
Flexibility to work some evenings and weekends.

Nice To Haves

Associates or Bachelor’s degree from an accredited college or university.
Customer service experience in a public or academic library preferred.
Experience serving diverse or vulnerable populations or communities.
Familiarity with inventory control systems, including Sirsi Workflows and other library management systems.
Experience providing user instruction/teaching customers to use resources or products.
Fluency in Spanish, Arabic, Chinese, French, Korean, or other foreign languages.

Responsibilities

Coordinate workflow assignments and assist in prioritizing daily operational activities.
Assist with the training, as well as mentor and support new and existing staff on circulations procedures, customer service standards, and library technologies.
Act as a resource for resolving complex circulation issue and customer concerns.
Assist supervisors with scheduling coverage and operational continuity.
Prepare, maintain, and verify circulation records, reports, and statistical data.
Monitor and reconcile circulation-related financial transactions according to established procedures.
Maintain confidential patron information in compliance with library policies and regulations.
Generate circulation statistics and operations reports
Participate in testing and implementation of new circulation procedures and technologies.
Participate in library committees, projects, and special initiatives.
Provide excellent customer service through circulation and general office support.
Register new library cardholders, maintain accurate patron records, check materials in and out, resolve registration issues, and explain circulation policies in a clear, friendly manner.
Process payments for fees, prepare deposits, and create simple financial reports.
Handle cash transactions for library-branded merchandise.
Use standard office and library equipment to prepare correspondence, forms, and other documents for internal and external use.
Answer phones, assist with directional questions, and connect customers with the appropriate staff.
Support customers in using library technology such as printers, computers, online catalogs, and self-service kiosks.
Protect patron privacy and maintain confidentiality in all interactions.
Support outreach activities to raise awareness of library services.
Participate in ongoing training to stay current with library policies, procedures, and emerging trends.
Assist with the planning and operations for the annual SLRC Conference.