Overview: The Patron Services Technician performs customer service duties, assisting customers with self-directed activities, technology training, finding library materials, using the catalog, circulation assistance, readers’ advisory, and merchandising materials. This role serves as a first point of contact for customers. This position provides excellent customer service by actively building connections with guests and proactively serving a diverse population using our Roving Service model. Work is performed under general supervision.
Douglas County Libraries Brand, Culture and Values: It is an expectation of each employee to live and exemplify Douglas County Libraries, Brand, Culture and Values.
Position Specific Competencies:
- Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
- Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes fruitful sources for answers; looks beyond the obvious and does not stop at the first answers; a relentless and versatile learner; open to change; analyzes and learns from both success and failures; experiments to find solutions; enjoys the challenge of unfamiliar tasks.
- Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise. Seen as a team player and sets tone of cooperation; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Essential Duties and Accountabilities:
- Greets customers as they arrive at the library, supporting DCL’s mission of providing customers with a consistent, exceptional experience. Demonstrates tact, professionalism, and hospitality in all guest interactions.
- Consistently demonstrates a courteous and helpful attitude to all customers in a variety of circumstances.
- Connects customers with other community resources as the opportunity arises.
- Provides technical assistance to customers with computers, eReaders, and smartphones. Additional technical abilities to assist with the Recording Studio, and audio/visual equipment in meeting rooms.
- Provides proactive solutions to questions, offers guidance to access additional resources, and make recommendations for further reading and viewing material.
- Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, searching databases, customer registration, and issuing library cards. Adept at opening and closing procedures.
- Handles phone customer service transactions, demonstrating professionalism in all communications.
- Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
- Performs other work duties as assigned.
- Responds promptly to emails and provides answers and guidance.
- Self-motivated, professional, outgoing, and engaging with customers, volunteers and children of all ages.
- Extends patience, empathy, and kindness to children and adults alike. Values teamwork and collaboration with co-workers, staff, and volunteers.
- Maintains expert knowledge and use of computers, Microsoft Office Products, DCL information databases, and learning software. Learn new technology that is introduced in the industry and the organization, as needed.
Required Experience and Qualifications: Read, write and speak English required. High School diploma or GED equivalent required. Bachelor’s degree or Associate’s degree preferred. One year customer service experience preferred. A combination of experience and education will be considered.
Physical Requirements: Must have the physical ability, stamina, mobility and manual dexterity to support a 7-day a week operation. Work at computer work-stations repetitively and for extended periods. Ability to read as small as 8pt font.