Patron Service Specialist

About the role

The City of Cedar Rapids is seeking a dedicated and enthusiastic Patron Service Specialist to join our dynamic team. This role is ideal for individuals who are passionate about creating exceptional experiences for our community.

Responsibilities

• Greets patrons and provides proactive customer service
• Aids patrons with library account maintenance (check out, placing holds, fines, etc.)
• Offers meaningful recommendations for books, movies, and music
• Communicates with customers through phone and email
• Trains and assists patrons with using self-checkout stations
• Provides general reference and technology assistance
• Maintains a safe and welcoming environment for all patrons
• Promotes library services, programs, and offerings
• Collects fine and fee revenue, utilizing library’s POS software and reconciling cash balances
• Interacts with automated materials handling systems
• Works actively to meet patron needs
• Interprets library policies, rules, and procedures
• Escalates issues to management when needed
• Performs related work as assigned

Qualifications

• Ability to interact and communicate effectively with all ages
• Ability to create relationships and work closely with patrons, staff, and volunteers
• Intermediate experience and ability to train and troubleshoot common issues of informational databases and third-party library content applications (e.g., Overdrive, Kanopy, RBDigital, etc.)
• Intermediate experience and ability to assist and train patrons on Windows and Microsoft Office programs
• Intermediate experience and ability to assist and train library staff in library’s primary software (ILS) and related 3rd party products (sorter, self-checkout, cash register interface, etc.)
• Willingness to learn on the spot in front of people and to continually learn new things on the job
• Enthusiasm for an environment of change
• Strong problem-solving and troubleshooting skills
• Ability to focus on the customer, show integrity, be inclusive, enjoy learning, and have fun
• Ability to successfully work with varying demographics
• Understanding of Cedar Rapids Public Library’s Core Competencies
• Passion for the mission of public libraries
• Comfortable with the principles of intellectual freedom and patron privacy

Benefits

The City of Cedar Rapids offers a competitive hourly rate starting at $24.18, with step increases effective July 1, 2026. Employees in this classification receive a step increase on their anniversary. Additional benefits include:

• Medical co-insurance for participating providers of 90% plan / 10% employee
• Iowa Public Employee’s Retirement Pension plans (IPERS) with a 9.44% City contribution and 6.29% employee contribution
• 457 deferred compensation employer match program (City will match up to 0.05% of your annual income each calendar year)
• Flexible Spending (Health Care and Dependent Care Accounts)
• An average of 11 paid holidays per year
• To view educational assistance, click here
• Up to $3,000 per year in educational assistance
• 4 weeks of paid parental leave
• Public Service Loan Forgiveness
• Pay raises as determined by bargaining contract
• 100% City paid basic life insurance
• Dental, vision, long-term disability, and supplemental life insurance
• View our Bargaining Benefits Summaries
• Expansive job growth opportunities
• Commitment to professional development
• Private health & wellness coaching partnerships