Overview
Library office assistant services department Jobs in Grand Rapids, MI at Grand Rapids Public Library
Nature of Work
Grand Rapids Public Library’s Patron Services Department handles a broad range of tasks related to customer service and materials handling with the overall goal of helping the public access library services and materials. The primary responsibility for this position is to assist with customer service operations, and supports the Operations Managers in managing the work of part-time staff. This position is regularly scheduled for direct public service work, so applicants should enjoy providing and modeling great customer service.
This position is regularly scheduled for the Main Library with the following schedule:
Monday, Wednesday, Thursday: 8:00 am – 5:00 pm
Tuesday: 12:00 am – 9:00 pm
Alternating Friday/Saturday: 9:00 am – 6:00 pm
Occasionally required- Sunday: 1:00 – 5:00 pm
Examples of Work:
Provides professional, friendly service to library patrons and coworkers in person, over the phone, and in writing in a manner that meets GRPL expectations around customer service; assists patrons with circulation of library materials, answers questions, issues library cards, and resolves patron account issues.
Provides informal feedback and direction to department staff, communicates service changes; advises and trains staff on new or updated procedures related to customer service, patron access, and material handling.
Provides quality assurance and troubleshoots routine processes including both customer service and materials handling functions.
Provides input on customer service and circulation procedures and works with library staff to resolve issues related to GRPL materials or patron accounts.
May perform a wide range of clerical work that might include data entry as well as more complex clerical procedures including report generation; learns and adapts to different electronic devices and software; often acts independently and uses discretion around routine troubleshooting.
Coordinates day to day tasks and recurring assignments for part-time staff including material processing and other projects as needed.
Coordinates training schedules for new part-time staff and may assist with onboarding or lead training around specific topics.
May prepare and update employee schedules, send weekly schedule reminders, and track employee time-off requests.
Performs interlibrary loan (MeLCat) duties including running daily and monthly reports, generating invoices, processing payments, troubleshooting, answering staff questions, and corresponding with other participating libraries.
Performs other work of a similar nature as assigned.
Minimum Training and Experience
High school diploma or a GED is required; a college degree is preferred.
At least 2 years of work experience in customer service is preferred.
Ability to communicate effectively in Spanish is preferred.
Possession of a valid Michigan driver’s license and vehicle insurance is preferred.
Other Necessary Qualifications
Ability to:
Communicate professionally with diverse groups both verbally and in writing.
Provide and model engaging and consistent customer service.
Select, evaluate, train, mentor, and provide feedback to staff; learn and keep up-to-date on GRPL policies, procedures, and documentation as they relate to circulation functions; communicate and train around these functions and relay accurate information as needed.
Learn and follow library policies and procedures as well as state laws gove…
Title: Library office assistant services department
Company: Grand Rapids Public Library
Location: Grand Rapids, MI
Category:
