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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 communitylife. A

　　citadel of democracy, MCL connects patrons with information, ideas, andone

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

　　from all walks of life can connect virtually and physically to accessknowledge

　　freely.

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

　　gathering place for the community, providing opportunities and resourcesfor

　　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 theLibrary,

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

　　information about programs, services, policies, and procedures. Thisrole

　　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 Libraryactivities.

　　? Communicate the benefits of Library membership; establish new patron

　　accounts; update existing memberships.

　　? Loan library materials such as books and DVDs to patrons and collectthe

　　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 otherelectronic

　　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-exemptposition

　　reports to the Associate Director. Weekend and occasional evening hoursare

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

　　based on experience.

　　To Apply

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

　　[email protected]. A criminal background check is required. Please notethe

　　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