Library Assistant

The Normal Public Library is accepting applications for part-time customer service staff who are able to demonstrate experience providing phenomenal service. 
 
The Library Assistant provides customer service to Library guests while assisting in daily operations including shelving books, assisting at events, and performing other duties as assigned. 
 
This position serves as a primary contact point for customers using the library, ensuring a positive customer experience by determining customer needs, analyzing and solving problems, and directing customers to appropriate staff and resources.

Supports our customer service plan by proactively greeting customers; answering basic reference and directional questions in person, over the phone, by e-mail, instant message, etc.; locating or retrieving materials for customers; assisting customers with library technology; supporting the code of conduct; assisting location staff with program preparation at the location and off-site; and sharing early literacy skills with customers.
 

• Provides exceptional customer service to all visitors 
• Assists in events
• Assists in accurately shelving books
• Assists customers with library accounts in person, over the phone, by e-mail, instant message, etc.; including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• Manages money at the library, including accepting payments in cash, credit, debit, and check (including Apple Pay and other tap pay)
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Assists with library operations including opening and closing procedures; unlocking or locking of doors; monitoring and maintaining location supplies; maintaining public materials and bulletin boards; maintaining and resolving lost and found; ensuring that the library is neat, orderly, appealing and inviting to customers and staff; maintaining item displays and merchandising; other clerical duties as assigned.
• Maintains library collection by identifying and solving problems with library materials; performing cleaning of library materials; processing withdrawn and donated materials; pulling materials from the shelves for review by staff based on criteria such as condition, age, and frequency of use; maintaining customer reserve shelves; and processing various reports which involve searching for library materials.
• Specific job responsibilities may vary or be unique based on work location.
• Provides training on library technology to customers and staff one-on-one; may assist Information staff in classroom settings. Responsible for trouble shooting technology problems at the library, notifying and coordinating with Information Technology staff as needed.
• Performs additional duties as assigned including serving on task forces, committees, etc.

• High school diploma or G.E.D. or higher degree preferred
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• Ability to pass alphabetic and numeric sorting and filing test.
• Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job related equipment and systems.
• Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements.
• Ability to learn the operation and maintenance of assigned department and duties
• Knowledge of library services
• Ability to establish and maintain good working relationships with co-workers and other library employees 
• Ability to create and maintain a positive work environment
• Ability to problem solve and support exceptional experiences for all library visitors
• Physical ability to perform a variety of tasks in a wide variety of situations including working with large groups of people and lifting books on a regular basis
• Ability to work regular schedule reliably at no less than 18 hours per week 

Due to the security clearance required to successfully perform these duties at the required library, candidates must be able to pass a comprehensive background check at the time that a conditional offer of employment is made.
 
We are in search of candidates who possess the following qualities:

• Strong commitment to public service
• Strong work ethic, motivated to complete tasks
• Ability to interact harmoniously and communicate well with customers and staff 
• Ability to work with diverse populations of all ages
• Ability to coordinate and prioritize tasks to meet deadlines
• Excellent organizational and problem-solving skills
• Flexibility to adapt to changing situations and to varied work schedules 

The Town of Normal is an Equal Opportunity Employer. The Town does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected characteristic in accordance with applicable federal, state, and local laws. The Town of Normal does not use artificial intelligence to screen applications.