$44,698.00 - $56,319.00 Annually
Grand Rapids, MI
3/11/2024 9:00 AM Eastern
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 responsibility for this position is to assist with customer service operations, and supports the Operations Managers in managing the work of part-time staff. This position is regularly scheduled for direct public service work, so applicants should enjoy providing and modeling great customer service.This position is regularly scheduled for the with the following schedule:
Monday, Wednesday, Thursday: 8:00 am - 5:00 pm
Tuesday: 12:00 am - 9:00 pm
Alternating Friday/Saturday: 9:00 am - 6:00 pm
Occasionally required- Sunday: 1:00 - 5:00 pm
Examples of Work:
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.Provides informal feedback and direction to department staff, communicates service changes; advises and trains staff on new or updated procedures related to customer service, patron access, and material handling.Provides quality assurance and troubleshoots routine processes including both customer service and materials handling functions.Provides input on customer service and circulation procedures and works with library staff to resolve issues related to GRPL materials or patron accounts.May perform a wide range of clerical work that might include data entry as well as more complex clerical procedures including report generation; learns and adapts to different electronic devices and software; often acts independently and uses discretion around routine troubleshooting.Coordinates day to day tasks and recurring assignments for part-time staff including material processing and other projects as needed.Coordinates training schedules for new part-time staff 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.Performs interlibrary loan (MeLCat) duties including running daily and monthly reports, generating invoices, processing payments, troubleshooting, answering staff questions, and corresponding with other participating libraries.Performs other work of a similar nature as assigned.Minimum Training and Experience
High school diploma or a GED is required; a college degree is preferred.At least 2 years of work experience in customer service is preferred.Ability to communicate effectively in Spanish is preferred.Possession of a valid Michigan driver's license and vehicle insurance is preferred.Other Necessary Qualifications
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.Sit or stand for extended periods of time in the performance of the duties associated with this position; lift objects weighing up to 50 pounds without assistance; access, input, and retrieve information from a computer.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
A cover letter is required
Applicants should attach a cover letter in PDF format that describes their interest in the position, their interest in working at GRPL, and how these interests connect with personal or professional goals.
All communication regarding this position will be done via email. Please ensure that your email address is up-to-date on your account profile.--
Visit the for more information about Grand Rapids Public Library or to view other openings.
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 | email@example.comGRPL 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.
GRPL | Full-time Employee Benefit Summary
Comprehensive health care package inclduing medical, dental, and visionPaid time off
Paid holidaysFloating holidaysVacationSick leavePersonal timeBereavement leaveParental leaveJury duty leave
401a Retirement PlanHealth Care Savings Plan with defined contributions457 Deferred Compensation Plan
Tuition reimbursementProfessional development and membership reimbursementEmployee Assistance Plan
Are you currently employed by GRPL?
Have you ever been employed at GRPL?
List all relatives employed at GRPL (enter "None" if you do not have any relatives working at GRPL).
This position has the following regular schedule: Monday, Wednesday, Thursday: 8:00 am - 5:00 pm, Tuesday: 12:00 am - 9:00 pm, Alternating Friday/Saturday: 9:00 am - 6:00 pm.Are you able to work these hours?
In addition to the regularly scheduled hours, this position occasionally works on rotating Sunday afternoons between Labor Day and Memorial Day when the Main Library is open. This currently works out to around 3 Sundays per year. Are you able to work some Sundays?
This position may occasionally require you to work a shift at a different branch location. Would you be able to accommodate this requirement?
Do you have a valid Michigan Drivers License?
What is your highest level of education?
High school diploma/GEDSome collegeTechnical/vocational education or trainingAssociates degreeBachelors degreeMasters degreePhD or Doctorate
Are you verbally fluent in Spanish?
Do you have at least 1 year of work experience providing service to culturally and economically diverse populations in an urban setting?
How many years of customer service experience do you have?
Less than 1 year1-2 yearsGreater than 2 years
Briefly describe your approach to customer service.
What does your ideal work environment look like?
What motivates you to do your best work?
What are your preferred pronouns?
I have attached the required cover letter to my application.