Under general supervision, to provide library patrons with a high level of customer service and assistance in 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. The Branch Specialist is charged with modeling quality customer service behaviors which align with the Library customer service model and City values. The specialist will be attentive adaptable, and patron-facing. Customer service will be demonstrated by the ability to handle many activities at once, always with a smile.
Duties & Responsibilities:
DUTIES AND RESPONSIBILITIES:
1. Creates a pleasant, customer friendly atmosphere for patrons at the Library through:
- Positive interaction with patrons, maintaining fair and equitable application of circulation policies
- Responding to and resolving customer issues that may include disputed fines; overdue, lost or damaged items; problems with loan requests, and/orlibrary policy interpretation
- Keeping informed of patron needs and requests regarding library collections and services
- Communicates professionally with all age-level persons, either in person, on the telephone, or via email to conduct library business as necessary.
2. Processes materials in and out using the library’s computer system.
3. Enters data on patrons, books and library materials in the computer system; updates information as needed. Processes meeting room applications and schedules them in the library’s online calendar.
4. Processes local and Prospector (union catalog) holds and requests using established library procedures for hold shelf pickup.
5. Instructs patrons in library procedures and use of library materials, including library databases as well as downloadable audio and e-Books.
6. Responsible for monitoring the activities of patrons and staff to ensure compliance with library rules of conduct and general in a branch dedicated to children, family and schools in a diverse urban neighborhood. These duties may be expected in the absence of a manager and include:
- Enforcing rules and issues suspensions for serious rule violations.
- Contacting and communicating with local law enforcement as appropriate.
- Tracking conduct issues and disturbances in the facility.
- Completing incident/accident reports or any other necessary paperwork.
7. Checks, closes and secures the Library at the end of the day following procedures and guidelines in the Branch Person-In-Charge (PIC) guidelines. Performs other PIC responsibilities at facility which may include resolving customer concerns, incidents and program issues, monitoring facility by periodic building walk-throughs, and arranging for repair of unplanned, emergency facility problems.
8. Under the direction of the Branch Manager plans, schedule, promote and administer a variety of programs for children, teens and adults, including contacting, interviewing and coordinating necessary volunteers, performers, and employees, the design and production of necessary materials, purchase and organization of supplies, the scheduling of meeting space, and assisting other Library staff with graphics and promotion of activities. Provides back-up for programs by preparing the space, introducing performers or leading the program. Coordinates with local schools to provide school tours and visits to local schools to promote the Summer Reading Program.
9. Creates informative and visually pleasing displays for the public’s viewing. May be asked to schedule and coordinate monthly exhibits for library display spaces.
10. Under the direction of the Branch Manager assists with collection maintenance, including weeding, shelf reading, purchase requests, claims returned, reports of missing items, and evaluating patron donations. Processes and labels periodicals and enters item information into the library’s bibliographic database. Evaluates damaged media items for repair or deletion, updates the corresponding catalog item records. Processes large-print collection rotation.
11. Assists patrons with their use of the Internet, word processing terminals and printing needs. Monitors patron usage of the internet to help provide maximum patron access to the internet.
12. Works with shelvers, volunteers, substitutes, and work-study students, and provides them with on-the-job training as needed.
13. Performs clerical duties including maintenance of electronic files. Collects money for lost and overdue materials, meeting room fees, book sale items, etc.
14. Interacts with the public and library staff to exchange routine information.
15. Operates equipment including photocopy machine, cash register, computer and barcode printers, and audio/visual equipment.
16. Other:
- Performs related duties as required to meet the needs of the city.
- Takes proper safety precautions to prevent accidents. Responsible for the safety of 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 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.
CITY VISION AND VALUES:
The City of Boulder is committed to service excellence for an inspired future and the following values:
- Customer service - We are dedicated to exceeding the expectations of our community and our co-workers by demonstrating consistent and professional service with a solution-oriented approach
- Respect - We champion diversity and welcome individual perspectives, backgrounds and opinions. We are open-minded and treat all individuals with respect and dignity.
- Integrity - We are stewards of the public’s trust and are committed to service that is transparent and consistent with city regulations and policies. We are honorable, follow through on our commitments and accept responsibility.
- Collaboration - We are committed to organizational success and celebrate our shared dedication to public service. We believe community collaboration and the sum of our individual contributions leads to great results.
- Innovation - We promote a forward-thinking environment that supports creativity, calculated risks and continuous improvement. We embrace change and learn from others in order to deliver leading edge service.
The City of Boulder is a smoke and tobacco-free workplace.
ORGANIZATION STRUCTURE:
(1) TITLE OF IMMEDIATE SUPERVISOR : Branch Manager or Assistant Branch Manager
(2) TITLE(S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: None.
Qualifications:
REQUIRED MINIMUM QUALIFICATIONS:
Bachelor’s degree and at least two years previous library experience. Or an equivalent combination of education and/or experience. Interest, desire, and ability to communicate courteously and effectively with and provide services to others, including the public, both in person and by telephone. Excellent interpersonal skills. Willingness to take direction and learn a variety of tasks. Good organizational skills. Well-developed keyboard skills. Familiarity with personal computers and appropriate software. Experience with data entry or electronic systems. Ability to work under minimal supervision. Willingness and flexibility to work a schedule that may include evenings and weekends. Have and maintain acceptable background information, including criminal conviction history.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
Extensive customer service experience. Extensive knowledge of adult, child and family educational and performance art opportunities in the Boulder area. Experience with scheduling, coordinating, contracting and promoting varied programs, preferably in a library setting. Knowledge of library collection development and automated library circulation systems. Experience with Innovative Interfaces, Inc. automated library system. Experience with Prospector or similar InnReach borrowing system.
Supplemental Information:
WORKING CONDITIONS – Required Physical and Mental Effort, and Environmental Conditions: Physical and Mental Effort: Partially sedentary and partially standing physical work in an indoor setting, requiring the ability to lift a maximum of 25 – 30 pounds; occasional lifting, carrying, and walking. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials. Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient personal mobility and physical reflexes, which permits the employee to move throughout the work environment and work in an office setting. 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, copy machines, barcode and computer printers, eBook readers, digital cameras, 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.
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