Patron Experience Associate Substitute

Customer Service

Provides information, referrals and reader’s advisory assistance to patrons in person, by phone, mail and via electronic means. Locates materials using manual and electronic databases in JCPL, other Library systems and/or other sources. Refers patrons to community resources and other appropriate resources for further information as necessary. Advises patrons about on-line searching. Uses high-level customer service skills to determine patron needs. Creates a positive inviting atmosphere for all patrons. Addresses and resolves complaints from patrons or forwards to appropriate staff as necessary. Promotes and presents programs, classes, workshops both in the Library and off site. Advises and instructs Library patrons in using equipment necessary to access Library resources. May present programming training or classes to the public, both on or off site. Provides quality programs presented in their area of specialty, including off-site locations. Conducts Library tours and community outreach.

CORE LIBRARY SERVICES

Participates with others in cross-functional teams to accomplish goals and objectives. Under supervision, assists in the development and maintenance of instructional tools, databases and reader’s advisory materials. Routinely provides direct customer service. Assists with evaluating and maintaining the existing collection through recommendations and weeding of materials. Suggests program needs.

Qualifications

Must be at least 18 years of age. Ability to give good customer service and exercise good judgement, maintain appropriate professional boundaries, and respond appropriately to sensitive or challenging situations. Patron Experience Substitutes are eligible for limited benefits (holiday hours).

Skills

Ability to give good customer service and exercise good judgement, maintain appropriate professional boundaries, and respond appropriately to sensitive or challenging situations.

Benefits

Patron Experience Substitutes are eligible for limited benefits (holiday hours).

Pay

Hiring Rate: $19.47 per hour.

Schedule

On-call, limited-benefited, temporary staff who may work at any of JCPL's library locations, the Call Center, or the Bookmobile (Library To You) up to maximum of 25 hours per week around their schedule. Schedules may be arranged in advance or for last minute needs. Shifts may include days, evenings, weekends, or holidays. Substitutes can accept or decline shift coverage around their schedule and their preferred location(s).

Division

Library Division

Management Level

Individual Contributor

Scheduled Weekly Hours

25