Patron Services Assistant (Part-Time, 25 Hours Per Week)

Does the idea of greeting patrons excite you? Do you like the challenge of being able to respond to expected and unexpected inquiries? The Mount Prospect Public Library is looking for two part-time Patron Services Assistants to staff our front desk and assist patrons in-person and over the phone.

SCHEDULE:

• Position #1 (approximate average of 25 hours per week):
  • Monday & Friday 9am to 5pm
  • Thursday 1pm to 9pm
  • A weekend rotation (every 4th weekend) of Saturday 9am to 5pm and Sunday 11am to 5pm

• 
  Position #2 (approximate average of 25 hours per week):
  • Tuesday 1pm to 9pm
  • Wednesday & Friday 9am to 5pm
  • A weekend rotation (every 4th weekend) of Saturday 9am to 5pm and Sunday 11am to 5pm

SALARY: $16.22 per hour

BENEFITS

Part of the total compensation package includes paid time off benefits (i.e., vacation and sick leave). Retirement savings options include participation in the IMRF pension plan.

PURPOSE

Under the direct supervision of the Head of Registration Services, the Registration Assistant greets patrons and directs inquiries in person and via telephone including program registrations and scheduling meeting room reservations. This position has extensive public contact and performs library card registration tasks and other clerical support in a busy environment.

SUMMARY OF DUTIES:

This position comprises of the following essential duties:

• Public Service (approx. 50%)
• Clerical Support (approx. 40%)

Other non-essential job duties may include special projects, representing the Library, and committee work.

JOB RESPONSIBILITIES

Public Service

• Applies MPPL-values-based customer service
• Assists patrons at the public desk, on the telephone, and online
• Answers informational and directional questions
• Handles program, study room and meeting room sign ups
• Registers patrons for library cards
• Registers patrons for library programs
• Issues Friends and volunteer access badges
• Makes opening, closing, and public announcements
• Routes incoming telephone calls
• May serve as a Voter Registrar
• Adds patron and reciprocal library cards to the database
• Assists patrons with related reservations (study rooms, meetings rooms, equipment, etc.)

Clerical Support

• Assists with clerical duties for other departments
• Maintains department office supplies
• Maintains lost and found materials storage and pick-up
• Maintains sign-out keys or equipment for meeting rooms and display cases
• Facilitates the distribution of Museum Adventure passes museum passes to area attractions for patrons
• Prepares supply orders; unpacks and distributes supplies
• Processes postage for outgoing library mail
• Appropriately monitors and processes any inquiries received via the departmental email inbox

Special Projects

• Accompanies staff on school visits and other outreach activities
• Responsible for display case lottery, upkeep, and general appearance
• Updates public bulletin board
• Public meeting room liaison for village, community, and political groups
• May serve as Volunteer Coordinator

Other

• Attends appropriate meetings, library workshops and seminars
• Responsible for delivery of emergency jump bag to in-charge staff in case of evacuation
• Responsible for emergency announcements
• Serves on committees as assigned
• Other duties as assigned

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma (or equivalent work experience) required.
• Computer proficiency skills required
• Phone and general office work experience desirable
• Experience in a library or busy public environment desirable

KNOWLEDGE, SKILLS & ABILITY

Knowledge & Ability

• Ability to access, input and retrieve data from the computer
• Ability to stand for varied lengths of time from 2 - 6 hours
• Ability to operate a two-way radio and telephone
• Ability to handle and process cash and/or cash register
• Knowledge in the use of the Integrated Library System
• Knowledge of library policies and procedures

Behavioral Skills

• Commitment to Task. Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor gauges, instruments, or processes; concentrate on routine work details and organize and maintain a system of records.
• Communication. Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.
• Coping. Able to maintain a solution-oriented approach while dealing with interpersonal conflict, hazardous conditions, personal rejection, or time demands.
• Customer Focus. Able to demonstrate a high level of service delivery; do what is necessary to ensure internal and external customer satisfaction; deal with service failures and prioritize customer needs.
• Decision Making & Problem Solving. Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.
• Flexibility. Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.
• Teamwork. Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
• Supporting Diversity, Equity, and Inclusion. Able to adapt behavior to others' styles; interact effectively with people who have different values, cultures, or backgrounds; optimize the benefits of having a diverse, inclusive, and equitable workforce