Patron Service Assistant

Job Description

Job Description

Description:

Job Summary:

Reports to the Head of Patron Services and assists the public by checking in and out materials, answering phones, and performing clerical and operational functions to ensure the orderly flow of materials and services.

· Processes library card applications, creates and updates accounts, and answers account-related questions utilizing various software

· Checks in and out materials utilizing automated circulation and materials handling systems

· Provides Customer Service assistance to both internal and external customers-Answers telephone calls, provides basic information, and routes calls and questions to the appropriate staff members; Provides directional and other assistance as appropriate

· Assists patrons with self-service technology, including the FCLReads mobile app, hold pickup lockers, self-checkout stations, printing, scanning, and faxing

· Money Handling responsibility accurately in cash register; reconciles daily bank deposits

· Inspects physical condition of returned materials, assesses fees or consults necessary staff.

· Light mending performed

· Processes Interlibrary Loan and Mel-Cat materials

· Facilitates curbside hold pick up by answering phone calls and chats for car-side delivery

· Often acts as Shift Supervisor to Library Shelvers and Aides, responsible for the workflow of the Patron Services Department

· Other tasks as assigned

Hours:

Minimum of 24-Maximum 28 hours per week, including days, nights, and weekends on a flexible basis

MINIMUM QUALIFICATIONS:

· High School Diploma or equivalent.

· One year experience in customer service, on the phone, virtually and in-person.

· One year experience in the use of technology, including Microsoft Office Suite.

· Demonstrated experience utilizing effective oral and written communication skills, including the ability to explain more complex facts/instructions to intended audience.

PREFERRED QUALIFICATIONS:

• Previous library experience preferred.
• Must have the ability to maintain confidentiality of private information in accordance with the Library Privacy Act.
• Familiarity with daily banking: preparing deposits, reconciling register and register reports.
• Ability to troubleshoot define problems, collect data, establish facts and draw valid conclusions.
• Ability to communicate effectively, orally and in writing.
• Ability to promote and maintain productive and professional relationships with the public and staff.
• Ability to understand and correctly interpret Library Policies and Procedures.

Physical Activity Requirements:

[ Degree of physical demands (strength) usually associated with the essential functions of the job ]

Medium Work– Lifting 20 to 50 pounds occasionally and 10 to 25 pounds frequently. The physical demand requirements are in excess of those for Light Work and involve being on your feet generally most of the day.

Benefits:

Vacation, sick leave, personal leave, and holidays; Defined Contribution Plan; Life insurance