• Job Description

  Req#: 4390743

  
  

  This position is a cross-departmental support role working with both Community Support & Safety and Public Services. A key function for this position will be to connect patrons and community members to library resources both on and off site. This position will also assist with administrative support related to library safety and connecting vulnerable patrons to resources.

  Work schedule:
  Monday - Friday 9:00am - 6:00pm
  1-to-2 evenings per week
  1-to-2 Saturdays per month
  

  Essential Duties & Responsibilities

  • Provides professional, friendly service to library patrons and coworkers in-person, over the phone, and in writing in a manner that meets GRPL expectations around customer service; assists patrons with circulation of library materials, answers questions, issues library cards, and helps resolve patron account issues.

  • Supports mobile library site visits and outreach events in the community.

  • Works with other library staff to resolve issues related to mobile library circulation.

  • Assists in de-escalating situations and/or facilitating resource connections.

  • Assists with researching reports and the associated clerical tasks.

  • Performs a wide range of clerical work to include data entry as well as more complex clerical procedures including report generation; research using a variety of internal and external resources; scheduling; logistics management; often acts independently and uses discretion around routine troubleshooting

  • Performs other work of a similar nature as assigned.

  • High school diploma or a GED is required; a college degree is preferred.
  • At least 2 years of work experience in customer service is preferred.
  • At least 2 years of work experience in public libraries is preferred.
  • Ability to communicate effectively in Spanish is preferred.
  • Possession of a valid Michigan driver's license is preferred.

  
  
  

  • Ability to communicate professionally with diverse groups both verbally and in writing.

  • Ability to effectively communicate with staff and patrons during and after escalated situations.

  • Ability to build rapport and trust with patrons and community members when representing GRPL.

  • Ability to provide and model engaging and consistent customer service.

  • Ability to learn and keep up-to-date on GRPL policies, procedures, and documentation as they relate to job functions.

  • Ability to learn and follow library policies and procedures as well as state laws governing library services, specifically those laws dealing with the confidentiality of patron records and any other private information conveyed; capacity to learn and apply library procedures, principles, and methods.

  • Ability to set priorities and meet deadlines; adaptability and judgment to reprioritize as needed.

  • Ability to perform standardized processes; ability to follow procedures in processing forms and other communication.

  • Ability to understand systems and maintain an organized and effective work process; flexibility to review and improve upon processes as they become dated or new information becomes available.

  • Ability to prepare clear and concise reports.

  • Understanding of general office procedures, processes and equipment; ability to operate a variety of office equipment, including computer workstations, typical electronic devices, and software.

  • Ability to establish and maintain working relationships with other staff and the general public; ability to work collaboratively.

  • Ability to travel efficiently between branches during a shift.

  • Ability to manage emotions in the workplace and maintain professional composure and judgment.

  • Ability to work with a supervisor and process feedback regarding job performance.

  • Ability to maintain a consistent safety record as it relates to operation of the mobile library vehicle.

  Ability to sit or stand for extended periods of time in the performance of the duties associated with this position; ability to lift objects weighing up to 50 pounds without assistance is also required; ability to access, input, and retrieve information from a computer is essential to this position.
  

  • A cover letter is required
    • Applicants should attach a cover letter in PDF format that describes their interest in the position, their interest in working at GRPL, and how these interests connect with personal or professional goals.
  • All communication regarding this position will be done via email. Please ensure that your email address is up-to-date on your account profile.
  • Please fill out your work history completely.

  --
  
  Visit the library's jobs page for more information about Grand Rapids Public Library or to view other openings.
  
  All inquiries related to this posting should be directed to:

  Grand Rapids Public Library

  111 Library St NE

  Grand Rapids, MI 49503

  616-988-5400 | jobs@grpl.org

  GRPL proudly promotes diversity and inclusion in employment, and strives to maintain a workplace culture where respect and positive recognition of differences are cultivated.
  
  Grand Rapids Public Library provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination of any type without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, veteran status, disability, height, weight, familial status, marital status, or any other characteristic protected by applicable law. GRPL will make reasonable accommodations for employees and job applicants with disabilities.
  
  This applies to all terms and conditions of employment, including but not limited to recruiting, hiring, transfer, training, promotion, discipline, termination, leaves of absence, compensation, and benefits, as well as work-related events and activities.

• About the company

  The official website of the City of Grand Rapids.

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