Patron Services Coordinator

*This is a part-time, IMRF and VSP vision insurance eligible, 25 hours/ week supervisory position that requires availability to work evening and weekend shifts. This position accrues Sick and Vacation time monthly, and receives 2 paid holidays and 2 Floating Holidays annually*

Position Summary:

Direct the workflow of the department and delegate a variety of clerical tasks while performing the responsibilities of a Patron Services Clerk.

Essential Job Duties and Responsibilities:

• Assist in training and coaching Patron Services Clerks and Materials Clerks

• Resolve customer disagreements positively

• Issue Special Borrowing Accounts

• Examine, and appropriately route, materials for review

• Maintain billing for damaged and unreturned materials within the Library and the SWAN consortium

• Analyze report data for problem solving with patron accounts and circulated materials

• Serve as Team Leader which includes handling patron concerns, managing emergencies and opening and closing of the facility

• Balance cash drawer

• Facilitate meeting room reservation requests

• Other duties as assigned

Education:

• High School diploma or equivalent

Experience:

• Two years public library Patron Services department experience preferred

• Two years customer service experience

Knowledge, Skills and Abilities:

• Strong customer service orientation

• Ability to handle cash and credit transactions

• Ability to interpret and execute detailed procedures

• Interpersonal skills using tact, patience and courtesy

• Aptitude to direct others in their work

• Attention to detail, accuracy and organization

• Works collaboratively as a member of a team and independently with minimal direction

• Uses verbal, written and electronic communication effectively

• Proficient in using a personal computer and office productivity software

• Applies creative problem-solving to a variety of situations

Working Conditions/Physical Requirements:

• Multiple daily collection of materials from inside and outside book drop in varying temperature and weather

• Ability to, bend, stoop, carry, reach, pull, push and lift up to 20 pounds