Virtual Library Assistant: Patron Support & Resources

Illinois; Joliet (IL); Hybrid; USD 17,000 - 22,000; Part time

Job summary

Illinois Joliet Public Library is seeking a Virtual Customer Services Assistant to handle patron inquiries by phone, email, and other virtual channels. You will update accounts, guide patrons through online resources, and provide basic reader's advisory and troubleshooting using library systems.

The role requires a customer-focused, detail-oriented approach, and the ability to learn the library's automation and catalog systems.

Qualifications

• Customer-focused service experience preferred.
• Ability to learn library automation and online resources.
• Comfort with computers and online databases.
• Strong written and verbal communication skills.
• Able to work a variety of hours including some evenings and weekends.
• Capable of handling multiple inquiries and tasks with accuracy.

Responsibilities

• Resolve patron inquiries by phone, email, and other virtual means.
• Update and verify patron accounts and assist with program registrations.
• Assist with basic reader’s advisory and bibliographic searches for patrons.
• Process borrowing requests in local ILS and related systems.
• Communicate effectively with patrons and staff, escalating when needed.
• Assist with special projects and gather usage statistics.
• Retain knowledge of library policies and apply them when assisting patrons.

Skills

Customer service

Tech-savvy

Detail oriented

Interpersonal skills

Communication skills

Multitasking

Adaptability

Education

High School diploma or equivalent

Tools

ILS systems

OCLC WorldShare

Job description

Illinois Joliet Public Library is seeking a Virtual Customer Services Assistant to handle patron inquiries by phone, email, and other virtual channels. You will update accounts, guide patrons through online resources, and provide basic reader's advisory and troubleshooting using library systems.

The role requires a customer-focused, detail-oriented approach, and the ability to learn the library's automation and catalog systems.