Southwest Public Libraries is seeking applicants for our Patron Services Associate positions at both Libraries.
The Patron Services Associate is enthusiastic, compassionate, and self-motivated. This library team member exhibits a customer service focus, acts in alignment with core library values, and works independently and as part of a team. Patron Services team members communicate clearly face-to-face, over the phone and in writing. They are committed to the process of continual learning and professional development that working in a modern public library requires.
Patron Services team members are public servants who consistently deliver high quality library services and resources to people of all ages and abilities. Employees in this key position think on their feet and use flexibility in problem solving to deliver exemplary service. The Patron Services Associate pays close attention to details, uses care in their interactions, and upholds library policy while exercising good judgment in ambiguous situations. Our ideal candidate performs routine tasks efficiently, is comfortable using technology and office equipment, and can put materials in numerical and alphabetical order quickly. They must be able to work evening and weekend shifts.
The Patron Services Associate is involved in all aspects of public service at their branch, including:
- Welcomes and serves people of all ages from a variety of cultural backgrounds
- Assists patrons with a range of library services at service desks, on the floor of the library, and via telephone and email
- Recommends library services and materials to best meet the needs of the patron
- Answers patron account questions and helps patrons resolve account issues
- Processes payments and reconciles the cash drawer
- Provides library cards to community members and communicates information and support needed to use library services and materials and access their account
- Offers directional guidance and other services
- Refers patrons to additional or specialized library services as warranted
- May participate or assist in program planning, development, and implementation
- Suggests program ideas that help the library create a robust slate of programs of interest to our patrons and that meet previously identified community needs
- Retrieves, sorts, and places on reserve requested items from partner libraries
- Shelves, straightens, and merchandizes the library collection; prepares library displays
- Assists in weeding, maintenance, and everyday upkeep of the collection to keep it attractive and useful
- Determines the disposition of materials by type and priority; organizes and prepares materials for delivery, shelving, hold, or check-out
- Assists patrons in navigating the Public Access Catalog (PAC) and finding items
- Offers Reader’s Advisory where indicated
- May process, review, and label new library materials
- Communicates regularly with Patron Services Librarian
- Requisitions supplies for departmental needs
- Completes professional development/training assignments and assists with training and integration of new colleagues
- Reports to other service points in the building as needed, to assist patrons with office equipment (fax, printer), public access computers, and informational/directional queries
- Shares responsibility for cleanliness and organization of shared equipment and working spaces
- Records statistical data on meeting room usage and other patron services
- Performs other duties as assigned by supervisor
The person in this position:
(1) frequently remains stationary for long periods of time at service desks and also moves about inside the library between service points to access equipment, shelves, materials, etc.
(2) frequently communicates with patrons who have inquiries about their accounts and about available resources; must be able to exchange accurate information.
(3) frequently pushes loaded and unloaded carts.
(3) regularly operates a computer and other office machinery, including a copy machine, printer and scanner.
(4) regularly lifts and moves equipment and materials weighing up to 30 lbs.
(5) regularly positions self to reach upper and lower shelves while handling items weighing up to 10 lbs.
(6) regularly reads text on paper, from a screen, and from items sitting on shelves.
Required Knowledge, Skills and Abilities:
The person in this position should have:
- Availability to work evenings, weekends, and mornings; ability to work remotely as assigned
- Ability to learn and use library software as well as other essential workplace technologies, including Microsoft Office Suite, G Suite, and social media applications
- Excellent interpersonal skills to interact with staff and patrons of all ages, from all backgrounds
- Commitment to cultural humility in serving diverse populations
- Excellent verbal and written communication skills
- Ability to work independently, take initiative, manage time effectively, and demonstrate attention to detail
- Willingness to uphold the Library’s policies, mission, professional standards/ethics, and strategic plan
- Relevant library experience including demonstrated excellent customer service preferred
- Bilingual a plus, especially English/Spanish, English/American Sign Language, English/Somali, or English/French
Please specify on the application which location you would like to work, if you have a preference.