Library Office Assistant II | Patron Services

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 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.

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 work flow analysis and systemic improvements.
• Set priorities and…