Library Office Assistant II | Patron Services

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.

Work Schedule 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

• 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.

• 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.

• 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.

• 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.

• 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.

• High school diploma or a GED.

• 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.

• 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 workflow 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.

• General office procedures, processes and equipment; ability to operate a variety of office equipment including computer workstations, typical electronic devices, and software.

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