Under general supervision, the primary objective of the Library Specialist is to provide front-line customer service, assist patrons with information needs by using reference tools and procedures, and to assist the Patron Services Manager with daily operational needs. The Library Specialist is charged with modeling quality customer service behaviors which align with the library's customer service model and city values. The Specialist fosters an environment which focuses on values-based service and actively pursues improvement in customer service delivery. Modeling expected behavior includes actively greeting customers, observing and responding to their needs and assisting in creating an environment of friendly and active engagement with library users. The Specialist will work with the Public Services Management Team to build and maintain an open, positive, and encouraging work environment. Serving in this capacity will include contributing to decision-making and working with the manager to establish/review work priorities.
Duties & Responsibilities
1. Works at public service desks, through mobile service, and in the call center to provide remarkable service through active communication and interaction with all library customers (both external and internal) - assisting them with reference, research, and reader's advisory needs, creating library accounts, promoting services, taking payments for fines and fees, troubleshooting library account problems and discrepancies.
2. Applies digital technology skills by answering questions in order to assist patrons with using library technology. Operates and troubleshoots office equipment including, but not limited to, photocopiers, telephones, RFID technology, digital devices, and printers.
3. Understands, uses, and instructs patrons and staff on the use of library materials, including subscription databases and print collections.
4. Serves in absence of the Patron Services Manager and assists with key activities, including:• Answering questions re: circulation policies or provide clarification when inconsistencies are discovered; communicate inconsistencies to supervisor in order to identify opportunity for policy/procedure development or ongoing training/performance needs• Answer collection agency questions and verify status of accounts• Serves as backup to managing escalated patron account issues, arranging and managing payment plans• Serves as back-up to scheduling substitutes.
5. Responsible for assisting to monitor the activities of library patrons to assure compliance with library rules of conduct and general safety guidelines. Performs person-in-charge responsibilities at the facility which may include the following:• Resolving customer concerns, incidents and program issues as they occur,• Contacting and communicating with security/emergency personnel as needed,• Processing incident and accident reports as necessary,• Arranging for the appropriate contact to address unplanned, or emergency facility problems,• Submitting facility or technology service request tickets as needed.
6. Assists the Patron Services Manager in training new employees, substitutes, volunteers, and other staff on procedures and policies. Assists the Patron Services Manager in identifying training needs and in developing work procedures.
7. Serve as a point person in patron services related tasks/processes, including:• Assists with interlibrary loan borrowing and lending• Assists with overseeing volunteer tasks• Serves as point person for inventorying, ordering, and receiving library literature and handouts• Processes bill payments received over the phone or via mail• Coordinates cash handling processes/deposits• Manages mail processing for outgoing library mail.• Manages and prints overdue and billing notices and notification notices, • Searches reports for missing and claims returned items, processes items accordingly.
8. Assists patrons with using self-service systems, the PC reservation system, accessing the Internet, using informational databases and doing basic word processing and printing. Routinely shares relevant information regarding advances and/or problems with these library services with patrons and library staff.
9. Other:• Performs related duties as required to meet the needs of the city.• Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment. Reports all accidents and damage to city property.• Responsible for knowing and complying with all city and department policies; participating in professional trainings and development; and adhering to attendance and workplace attire policies. Generally duties are listed from most to least critical or time consuming.
REQUIRED MINIMUM QUALIFICATIONS:
Bachelor's degree and a minimum of two years of library experience, or an equivalent combination of education and work experience. Prior work experience must demonstrate an ability to work independently and show some increase in responsibilities. Demonstrated ability to work in a highly energetic and dynamic setting; ability and desire to learn new resources quickly. Excellent interpersonal and leadership skills. Interest, desire and ability to communicate courteously and effectively with and to provide remarkable service to others, either in person, by telephone or e-mail. Excellent analytical and organizational skills. Demonstrated ability to multi-task. Familiarity with personal computers and appropriate software. Ability to handle complex financial transactions and to use a credit card machine and cash register. Willingness and flexibility to work a schedule that will include evenings and weekends. Ability to lift 40 lbs. Have and maintain acceptable background information, including criminal conviction history.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
Experience with library subscription databases and Innovative Interfaces, Inc. automated library system. Experience with Prospector or similar InnReach borrowing system. Ability to communicate in at least one language other than English, preferably Spanish.
WORKING CONDITIONS - Required Physical and Mental Effort, and Environmental Conditions:
Physical and Mental Effort: Primarily physical work with repetitive handling of books, media items and papers with frequent walking and standing and requires the ability to lift up to 40 pounds and occasionally push wheeled carts of books over 100 pounds. Frequent hand/eye coordination to operate personal computer, office equipment and removal of media security cases. Vision for reading, recording and interpreting information from printed materials and computer screens. Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
Work Environment: Works primarily in clean, comfortable environment that can be occasionally noisy. Works in a setting subject to continuous interruptions and background noises.
Machines and equipment used include, but are not limited to the following: Frequently uses RFID technology, personal computer, barcode scanners, postage machine, public access computers with specialized databases, telephone, copier, and printer. Infrequently uses a digital camera, flatscreen tv monitor, and projector but will be required to troubleshoot any problems that may arise while using them.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Preferred schedule is Tuesday-Saturday (including Tuesday evenings)
Tim McClelland, Patron Services Manager firstname.lastname@example.org