POSITION TITLE: Patron Services Assistant

CLASSIFICATION: Library Assistant I: Non-Exempt

GENERAL PURPOSE: Provides direct circulation services to patrons.

Under the direction of the Patron Services Manager, Circulation Services Manager or Assistant Supervisor, provides direct circulation services to patrons in person and over the. Uses library automation system to check-in/check-out materials, register patrons for cards, and handle cash transactions for patrons. Answers the phone, responds to patron inquiries and refers calls to appropriate departments. Maintains confidentiality of patron information. Inspects library materials for damage. Empties book drops. Receives and processes library materials for van delivery. May assist in item maintenance.

Responds to patron inquiries regarding library services and operations; refers inquiries to other departments or staff as appropriate.

Resolves routine complaints and refers patrons to supervisor as circumstances dictate.

Answers a variety of patron questions at the circulation desk; assists patrons with library equipment; receives money; issues or replaces library cards; updates patron information using the library’s automated system; retrieves items placed on hold.

Inspects materials for damage. If the item is damaged, retrieves patron information and forwards item and information to appropriate staff person for further handling.

Processes and prepares materials for van delivery; processes items for holds pickup. Marks items with patron information and places items on hold shelf.

May shelve returned materials.

Attends work on a regular and dependable basis.

Performs repetitive motion using arms and wrists, stooping, bending, stretching and lifting up to 40 pounds of library materials or standing for long periods of time.

Hear, see, speak and listen to individuals to successfully interact with staff and patrons.

Read materials in print or electronic format.

Interacts in a professional and respectful manner with staff and the public.

Performs other tasks as assigned.

(Candidates selected for employment must satisfactorily demonstrate possession of these factors during a prescribed trial period, and afterwards, for continued employment.)

Knowledge of:
• Principles and practices of quality customer service;
• Personal computers and associated software;
• General business office terminology, procedures and practices;
• Proper cash-handling procedures.

Ability to:
• Consistently demonstrate quality customer service behavior(s);
• Maintain confidentiality of patron information;
• Communicate effectively with staff and patrons both verbally and in writing;
• Work effectively with co-workers and customers in a cooperative and respectful manner;
• Use computer systems, monitor, keyboard and mouse and various software programs to access appropriate information, such as patron accounts, email, OPAC and other documents;
• Establish and maintain effective working relationships;
• Read materials in print and electronic format;
• Use initiative, problem-solving skills and judgment;
• Work quickly and accurately, follow directions and meet deadlines;
• Lift office supplies, books and other materials weighing up to 40 pounds;
• Attend work-related meetings, workshops or conferences.

High school diploma or equivalent; two years direct customer service experience required, one year direct customer service experience in a library setting preferred, public library experience preferred. Working knowledge of personal computers and experience using word processing, spreadsheet or database software; ILS experience preferred. Read and use English and understand numbers; OR any equivalent combination of education, training or experience to ensure satisfactory performance of essential job functions.

General office equipment, including but not limited to, personal computer, mouse, keyboard, computer screen, with associated office software; library information systems and the Internet.

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Work is performed primarily in a library environment while standing or sitting at a desk or computer terminal for extended periods of time. Duties require use of a computer terminal, mouse and keyboard. Duties require manual dexterity, clear speech and visual and hearing acuity to successfully interact with customers and co-workers. May occasionally push/pull items and/or lift/carry items up to 40 pounds, reach with hands and arms, stoop, bend or kneel as needed. Vision requirements include close vision and ability to adjust focus. Moderate stress may be encountered due to heightened library activities or intense customer interactions. The noise level is usually moderate. May be exposed to dust, fumes and/or odors.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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