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Patron Experience Specialist

About MCL

Since the opening of our new building in 2014, the Manchester Community

Library (MCL) has established itself as a hub of civic and community life. A

citadel of democracy, MCL connects patrons with information, ideas, and one

another. At the Library, we are committed to creating spaces where individuals

from all walks of life can connect virtually and physically to access knowledge

freely.

Our Mission: Manchester Community Library is open to all as an inspiring

gathering place for the community, providing opportunities and resources for

personal enrichment and growth.

The Position

The Patron Experience Specialist sta?s the Help Desk and serves as a

welcoming first impression of the Library. As an ambassador for the Library,

they ensure e?cient and friendly service for patrons. They will provide

information about programs, services, policies, and procedures. This role

requires balancing multiple responsibilities in a fast-paced and

forward-thinking environment with an emphasis on providing exemplary

customer service.

Key responsibilities include:

? Establish andmaintain patron relationships by providing the highest

quality of service when assisting in all aspects of daily Library activities.

? Communicate the benefits of Library membership; establish new patron

accounts; update existing memberships.

? Loan library materials such as books and DVDs to patrons and collect the

returnedmaterials.

? Handle loans between libraries (interlibrary loans).

? Process Library materials and hold/reserve requests for patrons.

? Assist patrons with computer use, photocopier/printer, and other

Library equipment.

? Provide reader\'s advisory assistance andmake appropriate

recommendations.

? Research and resolve patron inquiries in person, on the phone, and via

email.

? Follow and apply all Library policies and procedures.

? Participate in and assist with library programs and events.

About You

? Exemplary customer service, communication, active listening skills, and

commitment to professionalism.

? Self-motivated; enthusiastic, collaborative, collegial, and warm

disposition; open-minded, tolerant, and welcoming of feedback.

? Resourceful, proactive, and able to anticipate patrons\' needs.

? Passion for reading and eagerness to learn.

? Flexibility and patience with managing uncertainty. Capacity to

multitask and prioritize competing demands while remaining calm,

kind, positive, and detail-oriented.

? Proficient with Google Workplace; familiarity with library ILS (Koha

preferred).

? Experience with Canva or similar graphic design software preferred.

? Familiarity with Google Meet, Zoom, and other virtual meeting

platforms.

? Flexibility and patience with managing uncertainty. Capacity to

multitask and prioritize competing demands while remaining calm,

kind, positive, and detail-oriented.

? Rigorous standards for personal and professional integrity.

Physical Requirements

? Frequent need to see, walk, sit, stand, talk, and hear.

? Occasional need to bend, stoop, kneel, and crouch.

? Ability to read, write, and communicate fluently in English. Proficiency

in other languages, e.g., Spanish, is desirable.

? Can perform data entry on a computer, laptop, iPad, or other electronic

device.

? Vision su?cient to read print in 8-point font.

? Physical agility to reach shelves of various heights, lift 50 pounds, and

pushmaterials carts.

? Valid driver\'s license and transportation required.

Hours & Compensation

This 20-hour (less or more as required) per week hourly non-exempt position

reports to the Associate Director. Weekend and occasional evening hours are

required. MCL o?ers competitive compensation starting at \$17.50/hr or greater

based on experience.

To Apply

Please send an email, including a cover letter and resume, to

careers@mclvt.org. A criminal background check is required. Please note the

above job description describes the general nature, tasks, responsibilities, and

level of work; it is not an all-inclusive list of every responsibility, duty, and

skill required for the position. Other duties may be a