Library Customer Service Representative

2 weeks ago

Grand Rapids, Michigan, United States Grand Rapids Public Library Full time

Position Overview:
This part-time role offers paraprofessional and customer service assistance across various departments of the Grand Rapids Public Library, aiming to enhance patron access to library resources.

Primary Responsibilities:
The core focus of this position is direct public service, which includes assisting patrons in accessing library resources through in-person interactions, phone calls, and email communications.

Work is conducted under the general guidance of a librarian and may entail overseeing the activities of other library staff and volunteers.

Additional responsibilities include supporting librarians with collection development, organizing programs, presenting events, and creating engaging displays.

Specialization:
This role emphasizes working within youth services, requiring applicants to have a genuine passion for engaging with children, families, and adult caregivers.

Applicants should enjoy public interaction, conducting storytime sessions, and leading programs and classes for youth of various age groups.

Work Schedule:
This position is regularly scheduled, with specific hours allocated for each week, including evenings and weekends.

Key Duties:
- Welcome visitors and respond to inquiries, providing guidance on library services and directing them to appropriate staff.
- Assist library patrons with basic account management, reference inquiries, reader's advisory, technology support, and general library information.
- Collaborate with internal and external stakeholders to enhance public service delivery.
- Receive training to provide support at all public service desks and assist in various library departments as needed.
- Build meaningful relationships with families and foster community among program participants.
- Represent the library at community events and outreach initiatives.
- Aid in the planning and execution of programs and services.
- Support colleagues with special projects, research, and documentation tasks as required.
- Perform general administrative tasks, including cash handling and supply orders.
- Collect and report statistics related to library resources and programs.
- Ensure the maintenance and accessibility of the library's collection.
- Manage patron expectations and behavior in public spaces, ensuring a safe and welcoming environment.

Minimum Qualifications:
- High school diploma or GED required; a college degree is preferred.
- Two years of customer service experience, library experience, cash handling, or a related field is necessary.
- Previous experience in a public library setting is preferred.
- Proficiency in Spanish is a plus.

Skills and Abilities:
- Deliver consistently friendly, accurate, and efficient service to patrons and staff.
- Assist patrons with hardware and software issues related to library resources.
- Conduct engaging storytime sessions for diverse groups.
- Establish and maintain positive relationships with coworkers and the public.
- Manage emotions professionally in the workplace.
- Communicate effectively with diverse groups both verbally and in writing.
- Perform basic accounting calculations accurately.
- Set and prioritize tasks effectively, adapting as needed throughout shifts.
- Follow standardized processes and procedures consistently.
- Work independently and make reliable decisions without close supervision.
- Maintain organized work processes and adapt to changes as necessary.
- Uphold patron privacy standards in various situations.

Physical Requirements:
- Ability to sit or stand for extended periods and lift objects weighing up to 50 pounds.

Understanding of:
- General office procedures and equipment operation.
- Early childhood learning and literacy principles.
- Modern library methods and community engagement.

Application Process:
A cover letter is required, detailing your interest in the position and how it aligns with your personal or professional goals.

Grand Rapids Public Library promotes diversity and inclusion in employment and strives to maintain a workplace culture that respects and recognizes differences.

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