Job Openings >> Greeter & Information Desk Clerk
Greeter & Information Desk Clerk
Summary
Title:Greeter & Information Desk Clerk
ID:1547
FT - PT:Full-time
Salary:$14.75 per hour
Education - Experience:High School Diploma or Equivalent-
Location:Circulation - Orlando Public Library - 101 E. Central Blvd. Orlando, FL 32801
Closing Date:10/24/2019
Description
Scope:
 
Perform duties to greet, assist and direct patrons entering the library, staff information desk, resolve escalated customer issues, perform circulation desk activities and department support operations, working within the limits of standard or accepted practice.  Uphold the Library System’s mission and values in the pursuit of all duties; respect for the individual, our organization, and the community, excellence in everything we do, and integrity in our actions, while providing excellent customer service to all internal and external customers.
 
Essential Functions:
 
Greet arriving patrons, welcome, and encourage patrons to request assistance or service, and provide information regarding Library services, directional assistance, and routine reference.  Refer patrons to reference librarian for assistance with significant reference inquiries. Assist patrons to locate desired area of the library and to use the services of the library.
  1. Respond to patron concerns regarding Library cards, fines, missing materials or parts, meeting room use, service experience, directional questions, Library events, programs and classes, or other matters.  Investigate circumstances, determine appropriate action, and resolve issue in a manner that exemplifies the Library’s customer service and business policies.  Discuss significant issues with management, follow up with patron to find appropriate solutions to complex concerns using input and guidance and acting within Library policies.
     
  2. Resolve customer service issues escalated or referred by others and follow up with staff member at conclusion of transaction to explain how situation was resolved or might have been avoided. Provide customer service leadership training, and guidance to circulation staff.  Assist management in the training of new departmental staff in circulation activities and policies, as directed.
     
  3. Maintain current awareness of the Library’s customer account software and provide services to customers that require conducting account research, updating account information, placing reserves, and adjusting fines. Assist patrons with the use of library digital resources, process online patron registrations, new resident requests for library cards mailed in, and online address changes as directed.
     
  4. Perform any range of circulation desk activities. Receive and check in materials from patrons respond to computerized prompts to indicate fines, explain fining procedure, collect fines from patrons, make proper change and credit patron's computerized record with payment. Respond to patron's requests for library cards, explain procedures and policies, review identification to ensure that it meets with requirements and prepare library card. Offer patrons opportunity to register to vote and provide required forms. Respond to patron's requests to check out materials, using computer system. Respond to computer prompts regarding account holds, lost or stolen cards or similar messages in accordance with prescribe procedures.
     
  5. Perform any range of activities to locate, match or sort materials, inform patrons of missing materials in returns, process returned library cards and contact patrons as required. Assist to train new employees in circulation desk, information desk, drive up window and other related library patron service activities as required to maintain work flow. Provide information to management as to the status of training or performance issues for assigned employees. Search shelves for specific lost materials, sort mismatched materials and communicate with patrons regarding missing materials.
 
Other duties may include, but are not limited to:
  1. Perform or assist with any system operations, as required or directed to maintain work flow or respond to emergency conditions.
     
  2. Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.
     
  3. Monitor patrons in the Library and remind them of Library policies as required to ensure that the resources of the Library are fully accessible to all patrons.
     
  4. Maintain work area in a clean and orderly condition. Ensure safe operating conditions within area of responsibility. Perform other related duties as assigned.
 
Tools and Equipment Used:
 
Data entry terminal, computer, cash register, typewriter, calculator and other common office equipment.
 
This opening is closed and is no longer accepting applications
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