OVERALL JOB OBJECTIVE:Under general supervision, to provide library customers with a high level of customer service and assistance fulfilling circulation and/or information needs, and to work with electronic access to the Internet, Library catalog and online databases using established procedures, and to perform related duties as required on a substitute basis. Substitutes may be assigned to work in the areas of the Adult Reference Department at the Central Branch, Circulation Services at the Central Branch, and Children's Services at the Central Branch or at the neighborhood branch libraries: The Meadows Branch, the George Reynolds Branch and/or the NoBo Corner Library.
SPECIAL REQUIREMENTS:
1. Must be able to work some evenings, weekends and some holidays.
2. Must be available to work on short notice.
3. Must reliably respond on short notice.to the Internet, Library catalog and online databases using established procedures, and to perform related duties as required on a substitute basis. Substitutes may be assigned to work in the areas of the Adult Reference Department at the Central Branch, Circulation Services at the Central Branch, and Children's Services at the Central Branch or at the neighborhood branch libraries: The Meadows Branch, the George Reynolds Branch and/or the NoBo Corner Library. Duties & Responsibilities:
- Engages with library customers throughout their library visit, including at service points, on the floor, on the phone, and electronically.
- Interacts with the public to assist library customers of all ages with locating materials and information. Provides support in reference and readers advisory activities, in the use of the Internet, in accessing the library catalog and reference materials, and other situational demands.
- Instructs customers in library procedures and use of library materials, including library databases and encourages customer use of the library’s self-service features.
- Supports staff that is responsible for monitoring the activities of library customers to assure compliance with library rules.
- Assists with library programming as needed.
- Collects money for lost and overdue materials, meeting room fees, book sale items, etc as needed. Seeks assistance from regular staff and/or supervisor to determine resolutions to disputes over owed fines with customers.
- Demonstrates knowledge and efficient use of a variety of reference materials to provide excellent customer service. These materials include books, multi-media materials, the Internet, online databases, reference bibliographies, and periodicals while maintaining a general knowledge of resources available in the library collection.
- Operates a computer using appropriate software for duties assigned. Operates and troubleshoots office equipment including, but not limited to photocopiers, facsimile machines, and microfilm/fiche readers , printers, RFID pads and RFID reader equipment.
- Staffs public service points as needed. Works with customers to process new borrower registrations as well as renewals by entering data into a computerized information system. Also assists customers in answering directional questions.
- Communicates professionally in person, on the telephone, facsimile machine, or computer to conduct Library business as necessary.
- Maintains composure and appropriate demeanor at all times and in all situations.
- Other:
- Observes and adheres to the Boulder Public Library’s customer service model.
- Performs related duties as required to meet the needs of the city.
- Takes proper safety precautions to prevent accidents. Responsible for communicating the safety needs self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.
- Responsible for knowing and complying with all city and department policies; participating in required professional trainings and development; and adhering to attendance and workplace attire policies.
Generally, duties and responsibilities are listed from most to least critical or time consuming. The City of Boulder is committed to hiring employees who provide excellent customer service. Our employees act with a high level of integrity, and take responsibility for their words and actions. City of Boulder employees strive to respect and appreciate each individual's differences, and to work effectively with all people and their diverse backgrounds. We support candid and honest interactions, which respect other points of view, and are sensitive to communication differences. We achieve organizational goals through inclusive problem solving, planning, and decision-making. Community partnerships are included in this effort.
Qualifications:
Bachelors degree or an equivalent combination of library training and experience which provides the required knowledge, skills and abilities. Interest, desire, and ability to communicate courteously and effectively with and provide services to others, including the public, both in person, by telephone, and electronically. Excellent interpersonal skills. Willingness to take direction and learn a variety of tasks. Excellent organizational skills. Well-developed keyboard skills. Familiarity with personal computers and appropriate software. Adaptability and the desire to learn new resources quickly. Ability to work under minimal supervision. Must be available to work on short notice. Hours may vary greatly depending on the needs of each department.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
Extensive customer service experience, preferably in a library setting. Knowledge of library collection development and automated library circulation systems. Ability to communicate in at least one language other than English, preferably Spanish. Experience with Innovative Interfaces, Inc. automated library system. Experience with Prospector or similar InnReach borrowing system.Experience working with children in a library or educational setting: understanding children’s developmental stages and reading levels. Knowledge of current children’s literature.Working knowledge of popular databases. Experience with the Reference Interview.
Supplemental Information:
WORKING CONDITIONS - Required Physical and Mental Effort, and Environmental Conditions:Physical and Mental Effort: Physical work in an indoor setting, requiring the ability to lift a maximum of 25 - 30 pounds; occasional lifting, carrying, and frequent walking and standing; sufficient personal mobility and physical reflexes to move throughout the work environment. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials. Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions. Work Environment: Works primarily in an indoor office environment. Works in a setting subject to continuous interruptions and background noises. Machine and equipment used in work include but are not limited to the following: Frequently uses standard office equipment including personal computers, calculators, VCR/DVD player, video projector, telephone, and copy/fax machines, barcode and computer printers, tablets, e-readers, self-check machines, and various audio-visual equipment.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position. Note: The above description is illustrative only. It is not meant to be all-inclusive.