The City of Boulder is a great place to live, work, grow and play.
With over 300 miles of dedicated bikeways and more than 150 miles of hiking trails, Boulder values active lifestyles and access to nature. Forty-five thousand acres of land provide open space for parks and a green belt around the city. With world class restaurants and art and music venues, The City of Boulder values diverse culture.
Respect is one of our five City Values (including Customer Service, Collaboration, Integrity and Innovation) and we are committed to equity, diversity and inclusion. We celebrate and support our differences across all spectrums, including but not limited to ethnicity, gender, age, disability and sexuality. Through our focus on Racial Equity, our employee benefits, and the many programs resources we offer our staff, we continually strive to weave respect for one another into the fabric of our organization.
Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future.
OVERALL JOB OBJECTIVE:
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. This position will primarily work at the Main Library, but staff are expected to cover at other branch locations as the need arises.
DUTIES AND 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
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,
Arranging for the appropriate contact to address unplanned, or emergency facility problems,
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
Manages mail processing for outgoing library mail.
Manages and prints overdue and billing notices and notification notices,
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 withpatrons and library staff.
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.
Generally duties are listed from most to least critical or time consuming.
CITY VISION AND VALUES:
The City of Boulder is committed to service excellence for an inspired future and the following values:
Customer service - We are dedicated to exceeding the expectations of our community and our co-workers by demonstrating consistent and professional service with a solution-oriented approach
Respect - We champion diversity and welcome individual perspectives, backgrounds and opinions. We are open-minded and treat all individuals with respect and dignity.
Integrity - We are stewards of the public’s trust and are committed to service that is transparent and consistent with city regulations and policies. We are honorable, follow through on our commitments and accept responsibility.
Collaboration - We are committed to organizational success and celebrate our shared dedication to public service. We believe community collaboration and the sum of our individual contributions leads to great results.
Innovation - We promote a forward-thinking environment that supports creativity, calculated risks and continuous improvement. We embrace change and learn from others in order to deliver leading edge service.
The City of Boulder is a smoke and tobacco-free workplace.
(1) TITLE OF IMMEDIATE SUPERVISOR: Patron Services Manager
(2) TITLE (S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: N/A
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 Inn-Reach 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.
Note: The above description is illustrative only. It is not meant to be all-inclusive.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
The City of Boulder provides equal employment opportunities to all employees and
applicants for employment without regard to race, color, religion, national origin, sex, sexual
orientation, gender identity, national origin, disability, genetic information, age, or any other
status protected under federal, state, and/or local law.
Benefits & Additional Compensation Info
At the City of Boulder, we provide competitive salaries and valuable benefits to our employees. Eligibility for benefits is determined by the employee’s position.
- Retirement: One of the region’s best defined-benefit plans through Colorado PERA, more information at: https://www.copera.org/. Optional retirement plans include 401(k) and 457 plans
- Life and Accidental Death & Dismemberment Insurance: Up to 1.5 times annual salary, depending on the employee group
- Medical Insurance: Two medical options available through Cigna Healthcare
- Dental Insurance: Two dental options available through Delta Dental of Colorado
- Vision Insurance: Two vision options available through VSP
- Voluntary Supplemental Benefits:
- Accident, critical illness, and hospital indemnity
- Legal assistance
- Identity theft protection available through LegalShield
- Pet insurance available through PetsBest
- Additional life Insurance for yourself and dependents available through The Standard
- Employee Assistance Program: Confidential resources and secure tools to help employees or guide them through difficult times
- Leave Programs: Vacation leave, paid parental leave, sick leave, emergency leave and more
- Holidays: Nine full-day and two half-day paid holidays
- Well-Being Program: Recreation center passes, wellness education, training classes, wellness challenges, insurance premium discounts, and more!
- Other Benefits: Short-term and long-term disability, flexible spending plan choices, health savings accounts, free transportation passes and more!
- Discounts: Special savings on various purchasing or services such as childcare, fitness facilities, computers, phone plans, home and auto insurance, financial services and more!
- More information can be found here
Tim McClelland, Patron Services Manager firstname.lastname@example.org