The City of Westminster is seeking a compassionate and engaging Library Clerk who loves delivering exceptional customer service to all ages! The Library Clerk II position is specialized library clerical work assisting in the operation of the library's circulation. The individual in this position welcomes library users and serves as the first point of contact to an engaging and positive library experience. This includes actively greeting customers, observing and responding to their needs, and assisting in creating a customer-friendly environment for library users. Position requires working at least one evening and one weekend shift every week along with some holidays, as well as the willingness to travel to work at both City library facilities.

The Irving Street branch is a neighborhood library at the heart of Historic Westminster. It is a small and busy location in a densely populated area with a diverse population, including Hispanic, Hmong, and Native American representation with a wide range of socioeconomic and generational backgrounds. Bilingual candidates are highly encouraged to apply.

The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster offers a bonus of up to $1,500 per year depending on the employee’s fluency in Spanish, Hmong, Laotian and/or American Sign Language (ASL).

The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: Westminster’s purpose is to provide core services and foster economic resilience to give our community the opportunity to thrive. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service – Pride – Integrity – Responsibility – Innovation – Teamwork).

This position supports the goals of the Parks, Recreation and Libraries Department, which enhances the quality of life for all Westminster citizens by providing diverse leisure, recreational and informational services and resources; and acquiring, developing and maintaining first-class parks, facilities, open space and recreational trails. This position works towards the accomplishment of the Departments mission: Together we create exceptional opportunities for a vibrant community with a commitment to nature, wellness and literacy.

Every employee is accountable to:

• Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority
• Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback
• Act as an ambassador by understanding and fostering the organization's mission and vision
• Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner
• Demonstrate integrity and builds trust through credibility, reliability, commitment, loyalty, and ethical behavior
• Address difficult or contentious issues in a constructive manner
• Support/promote change; demonstrate flexibility, and take calculated risks when appropriate
• Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization
• Work to continuously improve the efficiency and effectiveness of the service or product being delivered
• Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives
• Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences

GENERAL COMPETENCIES

Citywide - Every employee in this position is accountable to:

• Establish effective interpersonal relationships through honest, open communication and follow-through on commitments
• Recognize personal strengths and weaknesses, and target areas for personal self-development
• Demonstrate initiative in performing job tasks
• Exhibit problem-solving skills leading to sound judgment and quality decisions
• Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently
• Communicate effectively with individuals and groups using clear and concise verbal and written communications
• Demonstrate accountability for work, and take ownership in job performance
• Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product

Job Specific – Every employee in this position must be able to:

• Provide outstanding customer service to patrons and coworkers
• Work enthusiastically and effectively with diverse people
• Demonstrate ability to problem-solve, negotiate, and handle stressful situations in a positive manner
• Work effectively in a dynamic, rapidly changing environment
• Apply professional judgment and discretion in promoting a positive image for the library in all contacts with patrons, staff, and other members of the community
• Demonstrate accuracy and attention to detail, ability to multi-task and prioritize
• Work independently and make decisions in the absence of a supervisor
• Demonstrate knowledge of or experience with the use of library automation systems and/or other computer applications
• Answer Library users’ questions and handle everyday problems involving interpretation of the Library’s procedures in order to provide the best possible service for patrons of all ages

Essential Job Functions, Duties, Responsibilities and Tasks

• Assists library customers through active communication and interaction at the circulation desk, self-check-out stations, on the floor, and in the stacks
• Performs routine circulation tasks including checking library materials in and out, issuing library cards, processing overdue materials, collecting fees for lost/damaged materials, balancing the cash register, collecting money for the Friends of WPL, retrieving and processing holds, telephone renewals, and other tasks necessary to ensure the efficient maintenance of member accounts and the circulation of library materials
• Answers general questions about library policies and procedures, promote library services, programs, and materials
• Addresses and resolves complaints from patrons and/or staff, or forward to supervisor, as necessary
• Examines materials for damage, prepare items to be shelved or repaired; separate returned books by general type; check for lost or misplaced books
• Maintains regular and punctual attendance

Other Duties and Responsibilities

• Maintains working knowledge of appropriate areas of responsibility, including but not limited to Horizon, library website, library wiki, State Courier procedures, and City policies
• Performs various routine procedures that assist in general housekeeping chores of the library; assist other work groups in the library with special projects
• Assists in training and coaching new staff, shelvers, substitutes, and volunteers; assist Library Supervisor in identifying training needs
• Assists Library Supervisor in developing circulation policies and procedures in order to provide efficient and high-quality service
• Follows established practices and procedures under supervision; adapt to customer service model as appropriate
• Incumbent is accountable for all duties of this job, and other projects and responsibilities may be added at the City’s discretion

Education, Experience, Skills, Formal Training, Licenses, and Certifications

Required:

• Must be at least 18 years of age
• Graduation from high school or GED
• Cash handling experience
• At least 6 months customer service and/or retail experience
• Commitment to excellent customer service: helpful, friendly, energetic, and adaptable
• Interpersonal and judgment skills necessary to work effectively with Library users, staff, and visitors

Preferred:

• Above-average computer skills
• Bilingual with fluency in English and Spanish and/or Hmong

Any equivalent combination of education, training, and experience, which would provide the required knowledge and skills, may be considered.

Physical Requirements

Work performed is physical in nature and involves sufficient physical strength and stamina to:

• Occasionally sit and stand at one area to perform customer service, and book check-out and check-in
• Continuously stand and walk throughout a multi-level public library facility
• Frequent crouching, squatting, bending, and twisting to shelve books from floor level to above head; frequent climbing and balancing to use step stools and ladders, and climb stairs
• Constant light grasp to prepare returned and new material/books for check-out and patron use, and constant reaching at waist level to return material to proper shelves; frequent firm grasp, pinching/fine motor skills to prepare material/books, and reaching overhead to stock books
• Constant near acuity to read computer screens, and book and shelving labels; frequent hearing to communicate with public, staff, and vendors
• Frequent hand-eye coordination to operate personal computer, office equipment
• Sufficient clarity of speech and hearing or other communication capabilities to communicate effectively on the telephone, in person, and through e-mail
• Frequent lifting of up to forty (40) pounds from ground to waist to move returned books to check-in area; frequent lifting of up to twenty (20) pounds from ground to overhead to return books to stacks and stock supplies and materials; occasional carrying of up to forty (40) pounds 200 feet to move books and material; occasional pushing/pulling of cart of up to 150 pounds throughout multi-level public use library

WORKING CONDITIONS

Work is constantly performed indoor in a public library setting. This position involves high public contact and requires mobility through a multi-level public use facility. The position also requires the ability to work under stress from demanding deadlines, high public contact, and changing priorities and conditions.

Required Materials and Equipment

Telephone, computers, barcode readers, photocopiers, book security system equipment, cash registers, credit card machines, self-service technology, book carts, and step stools.

PRE-EMPLOYMENT REQUIREMENTS

• Background checks will include employment references and criminal history, and when applicable, credit check, driver license record, and education verification
• Drug screen
• Physical
• Must be legally entitled to work in the United States