Library Worker, Customer Service

Public Services Assistant

The Public Services Assistant will provide service to patrons in person and on the phone. Explain library services available to patrons. Perform routine circulation duties including create and update patron accounts and check materials in and out. Shelve books and pull items for weeding and holds. Interact with patron regarding their information needs such as resources, services and technology. Collaborate with colleagues, including librarians, as needed.

Essential Functions:

• Provide services to patrons while at the Public Service desk, including create and update patron accounts, issue library cards, reserve books, describe library services available, and answer telephones.
• Interact with patron regarding their information needs such as resources, services and technology. Collaborate with colleagues, including librarians, as needed.
• Provide reference and reader's advisory assistance to library patrons; refer complex questions to appropriate staff.
• Empty the book returns and check-in items using the library computer system; may use an automated materials handling system; arrange returned materials on book carts and re-shelve them in proper order.
• Perform minor repairs on books and other library materials.
• Perform shelf reading and reorganize shelves for correct location of materials and attractive appearance of the collection.
• Accept payments from patron; provide first-level resolution to payment disputes; compassionately handle discrepancies and special circumstances; accurately handle payments and bank deposits.
• Tidy up public spaces including desks and computer areas and return materials to their proper locations after use.
• May receive and process library materials such as magazines and newspapers.
• May assist in training new staff; may assist in training the work of volunteers and substitutes.
• Participate in branch or department meetings and discussions.
• May participate in cross-functional committees.

Additional Duties and Responsibilities:

• Assist in maintaining the interior and exterior appearance of the library including light housekeeping.
• Prepare requests for necessary supplies.
• Record branch statistics as directed.
• May work as person-in-charge for less than one (1) hour.
• Attend staff meetings; participate in staff committees that further the library's mission and goals.
• Keep informed of current library practices by attending workshops and educational programs.
• Perform other job functions as assigned within the scope of the class.

Supervision:

This position does not directly supervise other staff members. Position functions under direct supervision, following established procedures and policies. Situations encountered outside of routine outcomes are frequently referred to a supervisor for direction.

Core Library Competencies or Values:

Employees are expected to demonstrate the following qualities at all times:

• Competencies working with people: Customer orientation, Communication skills, Interpersonal awareness and teamwork.
• Competencies performing job duties: Job knowledge, Quality and quantity of work, Results orientation.
• Self-management competencies: Managing change and adaptability, Managing performance, Stress management, Safety: Adheres to all workplace safety rules, safety laws, regulations, standards and practices, Attendance and Punctuality: Observes call-in policy and demonstrates reliability.