Librarian

Curtis Memorial Library is seeking a highly motivated and passionate Lending Services Librarian who brings a strong customer experience mindset to the day-to-day operations that keep the library running smoothly. This role is a key public-facing position, ensuring welcoming, consistent, and equitable service at access points while coordinating lending operations, supporting and training staff, and resolving complex patron and account issues with empathy and sound judgment. The ideal candidate is skilled in applying CX principles, data, and process improvement methods to refine workflows, improve service design, and balance efficiency with excellent patron experiences. If you thrive in a fast-paced environment, enjoy operational problem-solving, and are passionate about creating seamless, people-centered library services, we encourage you to apply. 

Job Summary

The Lending Services Librarian provides responsive, empathetic, and knowledgeable support to library users at the Welcome Desk, outreach events, and on the bookmobile. As a primary point of contact, this role ensures a consistent, user-centered experience while supporting efficient lending services operations, including daily Welcome Desk oversight, patron account and billing management, staff training and support, and problem solving.

This role incorporates customer experience (CX) and business operations principles into circulation practices, communication, and service design to meet evolving patron needs and organizational goals. The work requires strong independent judgment and initiative, collaboration, and comfort working with spreadsheets, reports, basic financial or usage data, and process improvement methodologies. Ideal candidates thrive in a fast-paced, public-facing setting; are service-oriented, innovative, and adaptable; and demonstrate strong communication skills, discretion, and a genuine passion for connecting patrons with library materials, resources, and services.

Areas of Focus

Access Services & Operations

• Coordinates daily operations of the Welcome Desk, directing the workflow of lending staff to ensure smooth and efficient service delivery and materials handling.


• Performs materials handling tasks, including check-in, sorting, managing holds, and preparing ILL items.


• Demonstrates in-depth knowledge of the integrated library system (ILS) and applies that expertise to support operations, troubleshoot issues, and ensure accurate circulation, billing, and patron records.


• Supports and trains staff on operational procedures and customer service expectations.
  


• Applies customer experience principles to create accessible, consistent, and engaging patron interactions; coordinates service enhancement initiatives.


• Applies data-informed decision-making, sound judgment, and process improvement methodologies to analyze and improve workflow, balancing service quality, equity, and operational efficiency.


• Contributes to the development, maintenance, and continuous improvement of departmental service documentation and patron-facing communications.


• Uses spreadsheets and other tracking tools to monitor activity, analyze trends, and support reporting.

Billing & Account Management 

• Assesses and applies charges for overdue, lost, or damaged materials in accordance with library policy, professional judgment, and equity-focused practices.


• Maintains and updates billing records accurately, ensuring timely processing of payments, waivers, cash-handling, and reconciliations in the integrated library system.


• Communicates billing information clearly and empathetically with patrons and partner libraries via in-person, phone, and email interactions; resolves billing inquiries and disputes.

Customer Service & Readers' Advisory 

• Provides welcoming, inclusive service to patrons at multiple service points.


• Assists with checkouts, returns, account issues, and library card registration.


• Promotes library services, programs, and resources during patron interactions.


• Offers personalized readers’ advisory and helps patrons navigate collections.


• Supports patrons in using self-check stations, public computers, and other library technology.


• Provides research and reference assistance to patrons.


• Resolves complex patron concerns with empathy, professionalism, and sound judgment.


• Enforces library policies with fairness, discretion, and consistency.

Programming & Community Engagement

• Assists in the planning, coordination, and promotion of library-wide events and programming.


• Supports outreach services on the bookmobile, including driving the vehicle (no CDL required).

Expectations

• Serves as Person-in-Charge as needed, including opening and closing designated areas or the library building, and ensuring a safe, positive environment for patrons and staff.


• Trains and directs paraprofessional staff and volunteers.


• Provides customer service at multiple service points.


• Ensures compliance with copyright laws and information ethics.


• Collaborates effectively across departments, contributes to team building, and fosters professional partnerships within the community.


• Manages budgets as appropriate to the role.


• Contributes to library-wide initiatives, cross-departmental projects, and service improvement efforts, with a sustained focus on enhancing the user experience.


• Assists in the planning, coordination, and promotion of library-wide events and programming.


• Participates in professional development and stays current on trends in librarianship, access services, and user experience.


• Manages time effectively and balances multiple responsibilities in a fast-paced, interruption-driven environment.


• Proactively identifies needs and takes initiative to address them without prompting.


• Ensures accountability and consistency in service delivery, with strong attention to detail and accuracy.

Librarian Standards

• Understands and upholds principles of Intellectual Freedom.


• Communicates effectively—and with patience, courtesy, and respect—with library staff, patrons, board members, and community members.


• Works comfortably and efficiently both independently and without close supervision.


• Navigates ambiguity and frequent change with confidence and adaptability.


• Embraces innovation and seeks opportunities to enhance workflows and services.


• Demonstrates empathy, professionalism, and sound judgment in all interactions.


• Enforces library policies with fairness, consistency, and clarity.


• Understands and exemplifies the professional ethics outlined by the American Library Association (ALA).

Qualifications

• Master's Degree in Library & Information Science from an ALA accredited program


• Professional public library experience preferred

Work Environment & Schedule

• 35 hours per week; includes evenings and weekends as scheduled


• Must be able to drive bookmobile (22’ 2023 Ford E-Transit Van); training provided, no CDL required


• Work is performed in a library setting with frequent interaction with the public


• Must be able to hear and communicate effectively in a busy, often noisy environment


• Requires extended periods of standing and use of computers


• Must be able to lift up to 20 lbs and perform bending, pushing, and kneeling as needed for shelving and materials handling