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Nature of Work Grand Rapids Public Library's Patron Services Department handles a broad range of tasks related to customer service and materials handling with the overall goal of helping the public access library services and materials. The primary responsibilities for this full-time position is to assist with customer service operations, facilitate the lending and borrowing of interlibrary loans, and support the Operations Managers in managing the work of part-time staff. This position is regularly scheduled for direct public service work.

This position is regularly scheduled at the Main Library: Monday 8:00 am - 5:00 pm Tuesday 12:00 - 9:00 pm Wednesday 8:00 am - 5:00 pm Thursday 8:00 am - 5:00 pm Friday/Saturday 9:00 am - 6:00 pm Sunday (occasionally required between Labor Day and Memorial Day) 1:00 - 5:00 pm Essential Duties & Responsibilities: Customer Service & Patron Relations 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 resolves patron account issues. Serves as a point of contact for customer service input, collaborating with library staff to resolve material and account disputes.

Provides quality assurance and troubleshoots routine processes including both customer service and materials handling functions. Staff Coordination & Training Provides informal feedback and direction to department staff; coordinates day-to-day tasks and recurring assignments for part-time staff. Coordinates training schedules for new part-time employees and may assist with onboarding or lead training around specific topics.

May prepare and update employee schedules, send weekly schedule reminders, and track employee time-off requests. Operations & Administrative Management Executes complex clerical procedures, data entry, and report generation using various software tools and electronic devices. Oversees material processing, general workflow coordination, and special projects as needed.

Exercises independent discretion to troubleshoot routine operational issues and suggests improvements to circulation and customer service workflows. Specialized Library Operations (Interlibrary Loan / MeLCat) Manages interlibrary loan functions, including running daily/monthly reports, generating invoices, and processing payments. Troubleshoots MeLCat issues, responds to staff inquiries, and maintains clear correspondence with participating libraries.

Adaptability & General Operational Support Quickly learns and adapts to evolving digital tools, platforms, and office hardware. Performs additional duties of a similar nature as assigned to support overall department goals. Minimum Training and Experience Required: High school diploma or a GED.

Preferred: A college degree. 2 years of experience in general clerical or office work, public libraries, or customer service; or any equivalent combination of training and experience as determined by GRPL management. Ability to communicate effectively in Spanish.

Other Necessary Qualifications Ability to: Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience. Demonstrate strong de-escalation skills to effectively manage challenging patron interactions. Communicate professionally with diverse groups both verbally and in writing.

Provide and model engaging and consistent customer service. Select, evaluate, train, mentor, and provide feedback to staff; learn and keep up-to-date on GRPL policies, procedures, and documentation as they relate to circulation functions; communicate and train around these functions and relay accurate information as needed. 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; capacity to learn and apply library procedures, principles, and methods, as well as develop an understanding of work flow analysis and systemic improvements.

Set priorities and meet deadlines; adaptability and judgment to reprioritize as needed. Perform standardized processes; ability to follow procedures in processing forms and other communication. 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.

Prepare clear and concise reports. Establish and maintain working relationships with other staff and the general public; ability to work collaboratively. Travel efficiently between branches during a shift.

Manage emotions in the workplace and maintain professional composure and judgment. Work with supervisor and process feedback regarding job performance. Understanding of: General office procedures, processes and equipment; ability to operate a variety of office equipment including computer workstations, typical electronic devices, and software.

Other Information Please note the following: A cover letter is required Please attach a cover letter in pdf format that describes your interest in the position, your interest in working at GRPL, and how these might tie in with personal or professional goals All communication regarding this position will be done via email; it is your responsibility to ensure that your email address is up-to-date on your account profile To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities page Please visit the library's jobs page for a list of other open positions at Grand Rapids Public Library. 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.