Patron Services Assistant (Part-Time)

Does the idea of greeting patrons excite you? Do you like the challenge of being able to respond to expected and unexpected questions? The Mount Prospect Public Library is looking for a Patron Services Assistant to staff the welcome desk, which is the first point of contact for all our patrons. At the desk, you’ll answer patron questions and assist with wayfinding. In this role, you’ll also handle incoming phone calls, program registration, and meeting room reservations.

SCHEDULE: approximate average of 13 hours/week -

• Tuesday & Friday 9am to 1pm
• Every other weekend: Saturday 12pm to 5pm & Sunday 12pm to 5pm

SALARY: $16.96 per hour

BENEFITS

• Paid time off
• Paid holidays, including a "birthday" holiday
• Dental, life, and pet insurance

PURPOSE

Under the direct supervision of the Head of Patron Services, the Patron Services 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 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

1. Applies MPPL-values-based customer service
2. Assists patrons at the public desk, on the telephone, and online
3. Answers informational and directional questions
4. Handles program and public meeting room registration and/or reservations
5. Registers patrons for library programs
6. Issues and monitors volunteer access badges including daily access badges for staff
7. Makes opening, closing, and public emergency announcements
8. Routes incoming telephone calls
9. May serve as a Voter Registrar  
10. Provides various public civic services (vehicle sticker renewal, etc.)
11. Assists patrons in the use of equipment items in the public service area 

Clerical Support

1. Assists with clerical duties for other departments
2. Maintains department office supplies
3. Maintains lost and found materials storage and retrieval of lost items.
4. Maintains sign-out keys or equipment for meeting rooms and display cases
5. Facilitates the distribution of museum passes to area attractions for patrons
6. Prepares supply orders; unpacks and distributes supplies
7. Processes postage for outgoing library mail
8. Appropriately monitors and processes any inquiries received via the departmental email inbox

Special Projects

1. Accompanies outreach staff on school visits and other outreach activities
2. Responsible for display case assignments, upkeep, and general appearance
3. Updates public bulletin board, as needed
4. Acts as a public meeting room liaison for the village, community, and political groups
5. May serve as Volunteer Coordinator for individuals volunteering their time at the library

Other

1. Attends appropriate meetings, workshops and seminars
2. Responsible for delivery of emergency jump bag to in-charge staff in case of evacuation
3. Responsible for emergency announcements, as needed
4. Serves on committees as assigned
5. Other duties as assigned

EDUCATION, TRAINING, AND EXPERIENCE

High school diploma (or equivalent work experience) required.  Experience working in a public setting is desirable.

KNOWLEDGE, SKILLS & WORK CONDITIONS

Knowledge & Ability

• Ability to access, input and retrieve data from the computer
• 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

1. 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.
2. Communication. Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.
3. Coping. Able to maintain a solution-oriented approach while dealing with interpersonal conflict, hazardous conditions, personal rejection, or time demands.
4. 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.
5.  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. 
6. 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.  
7. 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.  
8. 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.

Working Conditions

• Work is performed in a typical library environment.

• Work is performed while:
  • standing for varied lengths of time (from 2 - 6 hours)

Salary : $17