Librarian, Telephone & Virtual Reference Services

Lee County Library System, a dynamic, forward-thinking organization, is offering enthusiastic, community-minded candidates the opportunity to become a part of the team in the Telephone and Virtual Reference Services Department. Telephone and Virtual Reference is a public library service that meets every patron of the Lee County Library System who chooses to “go to the library” by phone, live chat, text, or email. Telephone and Virtual Reference staff answer general reference, information, and instructional questions as well as manage patrons’ accounts and various requests. Although this department provides remote and virtual services, all positions are fully on-site. The Telephone and Virtual Reference Services Department is physically located within the Fort Myers Regional Library in Downtown Fort Myers. 

The successful candidate will be self-motivated, team-oriented, dedicated, and customer service driven with an outstanding capacity to retain new information and a strong commitment to providing excellent service while relating positively to a diverse population through a variety of contact points. This position does not directly supervise but serves as backup for oversight of the Telephone and Virtual Reference (TR) Department in the absence of the Senior Librarian as well assisting with training and participating in TR collection development activities. There is no face-to-face public service in this position. 

The expected hiring salary range for this position is $45,210.88 - $49,400. An offer will be made within this range based on competencies, experience, and internal equity.

• Answer general reference, informational, and instructional questions through phone, chat, text, and email.
• Utilize print and electronic resources to provide accurate answers to patron inquiries.
• Assist patrons with reference and readers' advisory services using both print and digital materials.
• Maintain and update library collections through selection and weeding, and contribute to system-wide collection maintenance.
• Help develop and maintain an internal informational database used by staff.
• Explain and enforce library policies and procedures.
• Participate in department and system-wide committees.
• May be responsible for overseeing the department during specific shifts or days.
• Assist with department payroll.
• Stay updated on new technologies and professional development opportunities.

Education & Experience:

• A Master's Degree in Library or Information Science (or related field) from an accredited graduate library school program, OR
• A Bachelor’s Degree with current enrollment in an accredited graduate library program and expected graduation within 6 months of hire OR
• Any combination of education and experience equivalent to a Master's Degree in Library or Information Science, or a closely related field.
• Preferred: One year of library or closely related experience.
• Preferred: Valid driver's license with an acceptable driving record.

Skills & Abilities:

• Ability to learn and adapt to new and emerging technologies.
• Strong verbal and written communication skills, including correct spelling and grammar.
• Ability to work effectively as part of a small, collaborative team.
• Ability to relate positively to a diverse range of patrons, including children, teens, and non-English speakers.
• Experience with e-readers, tablets, and digital resources is preferred.
• Patience, resilience, and creative problem-solving skills.
• Excellent customer service skills for phone, chat, text, and email interactions.

Physical Requirements:

• Ability to operate a variety of equipment, including computers, photocopiers, self-check machines, and assistive devices.

Additional Information:

• Fluency in Spanish is a plus.
• The position requires 80 hours bi-weekly, with varied hours including evenings, Saturdays, and occasional Sundays.
• You may be required to transfer temporarily or permanently to another library location depending on business needs.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES:

All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.