Casual Circulation Assistant (LA2)

Quinte West; Quinte West; On-site; CAD 36,000 - 48,000; Full time

Job summary

Quinte West Library is seeking a Circulation Assistant (LA2) to engage library users and deliver an excellent experience across circulation, technology help, and program promotion. You will handle check-ins/outs, memberships and requests, plus assist patrons with self-service tools and devices.

The role emphasizes patience, teamwork and a proactive approach to customer service in a dynamic public library setting, with daytime/evening/weekend shifts and light lifting expectations.

Qualifications

• Minimum of a high school diploma and strong communications skills.
• Experience assisting the public with technology and library services.
• Commitment to excellent customer service and self-directed learning.

Responsibilities

• Assist patrons at the circulation desk and process check-ins/outs.
• Support readers advisory, holds, interlibrary loans and memberships.
• Provide technology assistance and self-service help to patrons.
• Promote library services, programs and community partnerships.
• Perform opening/closing duties and maintain displays.

Skills

Customer service

Communication skills

Tech savviness

Teamwork

Problem solving

Education

High School Diploma

Job description

Position: Circulation Assistant (LA2)

Department: Circulation and Technical Services

Reports to: Customer Service Supervisor

Purpose & Scope:

The Library Assistant (LA2)’s perform a wide range of roles and responsibilities that pertain to engaging library users in the best library experience we can offer.

This position is fluid and flexible serving a dynamic public library environment. The LA2 serves all members of the public with enthusiasm, tact and compassion. As front-line staff, this position will proactively engage library users in positive interactions that will provide an excellent library experience.

As an essential part of a customer driven team, this position will be well informed and passionate about the programs, events and services offered by the library.

Duties and Responsibilities:

Circulation:

• Rove throughout the library proactively assisting Patrons at the point of contact.
• Perform circulation duties accurately:
  • Check in and check out of library materials; including processing Courier, sorting and holds.
  • Applying routines for Readers advisory; including requests for reserves and interlibrary loans.
  • Printing, Copying and Computer and Microfilm assistance.
  • Handling payments for print/copying, merchandise; including balancing the float.
  • Sign up and renew library members; including online requests.
  • Gathering material on the pick list.
  • Answer circulation email.
  • Book POD rentals.
  • Resolving patron issues.
  • Other duties may be assigned.

Technology:

• Provide technology assistance to patrons.
  • Printing, Photocopying and Computer assistance including Pay Station; scanning, basic internet searching and form filling, microfilm search, email and attachments.
  • Assist and instruct patrons on the use of self-service technology, including self-check out, catalog, App, website and databases.
  • Assist patrons with personal portable devices, as required.
  • Assist patrons with equipment and services offered in the library makerspace, as required.

General Responsibilities:

• Perform opening and closing duties
• Keep current with and promote Library Services, Programs and Events
• Understand and promote Databases and Partnerships
• Ensure adherence to library policies, including Health & Safety, Code of Conduct, Personnel and Circulation.
• Seek out training opportunities to grow Library skills and knowledge.
• Maintain all displays to merchandise library materials.
• Return and straighten furniture and displays to assigned spots daily
• Dust, vacuum and wipe down tables when needed
• Contribute to projects as directed

Representing the Library:

• Greet and assist patrons in a warm, welcoming respectful manner.
• Accept changes in the workplace with optimism; as opportunities to learn and grow.
• Use de-escalation techniques to address difficult customer service situations.
• Maintain confidentiality regarding library user information.
• Demonstrate loyalty and commitment to the organization.

Above-noted duties are representative of a typical position and are not to be construed as all-inclusive.

Contacts:

This position will have direct contact with:

Internal: All Library staff.

External: General public.

Education/Specialized Training/Skills:

• A minimum of a High School diploma.
• Good communication skills and the ability and enthusiasm to promote the Collections and Services of the library.
• Good computer skills, tech savvy and able to troubleshoot technology issues for library patrons.
• A commitment to excellent customer service.
• A commitment to self-directed learning and skills development.
• A commitment to a culture of teamwork and collaboration.
• Flexibility and a positive attitude towards an evolving workplace.
• Knowledge of and interest in books and reading with skills to deliver good reader’s advisory.

Nice to have:

• Library specific post-secondary education

Work Experience:

• A minimum of six (6) months’ of experience in customer service is required. Experience in a public library setting is preferred.
• Demonstrated experience in assisting with technology.
• Demonstrated experience in excellent customer service.

Decision Making:

This position requires sound judgment in decisions affecting the accuracy and quality of work assigned.

Work Environment:

• Potential to work at both locations and travel between them.
• Work in a retail type environment on a regular basis.
• Some work duties may require limited time outdoors.
• Work daytime, evening and weekend shifts.
• Be able to lift 35 lbs.