Position Overview
Through the direct supervision of the Public Services Department Managers and general supervision by Department Librarians, this position has primary responsibility to provide access to information, library resources and services to the public. Position routinely works at all of the department service desks to provide optimal customer service. All Public Services positions are interrelated; therefore, the priorities of the department may supersede the regular duties of this position.
Individuals who are successful in this position enjoy building relationships with people and thrive in an ever-changing environment. They are passionate about providing exceptional customer service to all customers. They are team players and have their co-workers and organization’s back. Learning about the organization and its products is exciting, and knowing that change will continue is part of the reason they want to work here. Working for the library gives them a sense of real community contribution.
The following Core Competencies are essential and apply to all DBRL employees:
- Customer Service - customer service is of primary importance in the library. Interactions with others require trust, respect and focus on the needs of the individual. Quality customer service is delivered to co-workers, as well as virtual users and users within the building.
- Communication - clear and effective communication is the basis for success in relations with co-workers, managers, users and all stakeholders. Communication competency is integral to customer service.
- Learning and Personal Growth - embracing lifelong learning and continual improvement demonstrates commitment to the job and enriches one’s life and professional path.
- Ethics and Values - the library plays a crucial role in society and the community. All employees practice the ethics and values carefully formulated by the library to fulfill its commitment to the community.
The following competencies apply to this position based on designated responsibilities:
- Accountability - Successful performance is measured by taking ownership for work, including following up on commitments and possessing a strong ability to stay focused on individual, department and library results.
- Technology - Demonstrate proven computer literacy with adequate keyboarding skills. Understand basic email functions including opening, creating and sending messages. Familiar with internet searching, social media and blogs. Proficiency with library automation system/online catalog and reference databases.
Essential Duties:
- Assist library patrons in the location and use of library materials, equipment and services, including assisting users at all Public Services desks as assigned and with all equipment available for public use.
- Staff the Public Services desks, including the main switchboard, an average of 90-100% of the weekly schedule.
- Work as a team by sharing knowledge with coworkers to provide the best customer service.
- Assist patrons in the use of the online catalog, public computers, Internet-based information and databases, and downloadable and streaming collections available through the library’s website.
- Develop competence and skills in recognizing popular titles and authors in order to provide readers advisory services.
- Participate in training opportunities and may participate in staff planning committees.
- May plan and present programs for all ages, including hosting programs.
- May provide one-on-one or classroom-based technology instruction.
- May perform collection maintenance routines such as weeding damaged materials, shelf reading, and filing.
- May write articles for library blogs or other online content.
- May maintain special files at the request of the supervisor.
- May provide clerical assistance as needed within the department.
- May serve as a Passport Acceptance Agent.
- May assist in the work of other departments when assigned by Service Managers.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Duties and responsibilities, as required by business necessity may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.
Physical, Environmental, and Special Working Conditions:
- Position requires standing and sitting for extended periods of time, pushing bookcarts, bending, stooping, reaching, lifting, and working on a computer.
- Moderately loud work environment. Work will be required on evenings and weekends.
- All library employees may be called upon to assist other departments in a declared emergency situation.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
Minimum Job Requirements:
High school diploma or equivalent, and two years related job experience.
Preferred Job Requirements:
Previous library experience preferred. 48 hours minimum college credit, and one-year customer service experience preferred. Experience can be substituted for college credit. Supervisory experience preferred.