Reader Consultant

About the role

Performs highly complex (senior-level) library work. The Reader Consultant provides library-focused services in the Reader Services department of the Talking Book Program. Responsibilities include providing library service via telephone, email, and postal correspondence to patrons who have visual, physical, and reading disabilities in a call center environment. Works under limited supervision with moderate latitude for the use of initiative and independent judgment. Reports to Manager, Reader Services and works under a Reader Consultant Team Leader. This position does not supervise any staff.

Responsibilities

• Provide library services by telephone, email, and mail to patrons of the Talking Book Program.
• Create and update library accounts in the integrated library system (ILS).
• Maintain knowledge of collection, assistive technology, and library software to provide effective library service.
• Perform other duties and participate in special projects as assigned.
• Attend work regularly in accordance with agency leave and attendance policies.
• Comply with all applicable agency policies and procedures.
• Special projects may include, but are not limited to, contacting inactive patrons, record retention activities for electronic and physical patron files, or representing the division at public awareness events.

Requirements

• Bachelor's degree from an accredited 4‑year institution.
• Substitution: an associate degree and 2 years work experience in library or customer service environment; or high school diploma or equivalent and 4 years work experience in library or customer service environment.
• Experience providing service to the public.
• Experience using a personal computer and standard software packages.
• Must submit complete college transcripts if claiming college credit.

Skills

• Experience taking or making calls in a customer service environment.
• Experience working with computer systems or databases.
• Experience working in a library or bookstore setting.
• Experience working with persons with disabilities.
• Fluency in Spanish, with ability to converse with patrons and to discuss books effectively in Spanish.