Patron Service Specialist

Patron Service Specialist

Salary

$50,294.40 - $61,006.40 Annually

Location

Library- Main 450 5th Ave SE Cedar Rapids, IA

Job Type

Full-Time

Department

Library

Opening Date

07/08/2026

Closing Date

7/22/2026 11:59 PM Central

FLSA

Non-Exempt

Bargaining Unit

LIBRARY

• Description
• Benefits
• Questions

Be part of something special from the very beginning! The city of Cedar Rapids is preparing to open our Brand-New Library, were looking to fill the Patron Service Specialist whos enthusiastic, customer-focused individuals who are passionate about creating exceptional experience for our community.

As a Patron Service Specialist, youll be one of the first friendly faces our visitors meet. Youll play a vital role in making every visit welcoming, engaging, and memorable. If youre excited about helping shape the experience of a brand-new library and making a meaningful difference in the lives of our residents, wed love to have you apply and join our team!

About our Organization

At the City, we are committed to employing individuals who reflect our community's diverse backgrounds and this position is crucial in the success and strategic direction of a growing and evolving community. We appreciate and leverage the vast experience individuals bring beyond the technical requirements of a job. If you are an individual with similar experience listed here please consider applying. Experience and skills combined with commitment to our core values is key to building a greater community now and for the next generation.

About our Community

Nestled in the heart of Iowa, Cedar Rapids is our vibrant and diverse community known for its rich history, culture, and natural beauty. Our city has a strong sense of community which can be seen at any of our numerous parks, recreational opportunities, and family-friendly events year round. You can also explore our thriving downtown district, filled with shops, restaurants, and entertainment options, or take a stroll along the Cedar River, which runs through the heart of the city. Cedar Rapids - Why you should live here!

About this Opportunity

Provides active customer service, customer education in the area of library services and programs, provides reader's advisory service to customers.

Works under general supervision and exercises discretion in carrying out work assignments within boundaries of established policy and procedure.

The City of Cedar Rapids does not offer sponsorship for employment authorization.

Essential Duties & Responsibilities

Job Duties and Responsibilities

• Greets patrons and provides proactive customer service
• Assists patrons with library account maintenance (check out, placing holds, fines, etc.)
• Discusses and offers meaningful recommendations for books, movies, and music
• Provides virtual customer service through phone and/or email communication
• Educates customers on how to use self-checkout stations,
• Provides patrons with general reference and technology assistance or guides to appropriate staff/resources
• Maintains a safe and welcoming environment for all patrons (ie. Snow shoveling, trash removal, etc.)
• Promotes library services, programs, and offerings
• Collects fine and fee revenue, utilizing library's POS software and reconciling cash balances
• Interacts with automated materials handling systems
• Provides Active Service on a regular basis to meet patron needs
• Interprets library policies, rules, and procedures with an understanding of Library Values and able to escalate issues to management when needed
• Performs related work as assigned by supervisor or manager
• Performs all work duties and activities in accordance with city policies, procedures, and safety practices
• Understands and supports core principles of equity, intellectual freedom, and privacy
• Ability to work varying shifts including nights and weekends
• Attends work regularly at the designated place and time

Qualifications

Required Knowledge and Abilities:

• Ability to interact and communicate a variety of topics in an engaging way to all ages
• Ability to create relationships and work closely with patrons, staff, and volunteers
• Ability to provide personalized advisory services to patrons in all collection formats and genres
• Intermediate Experience and ability to train and troubleshoot common issues of informational databases and third-party library content applications (Overdrive, Kanopy, RBDigital, etc)
• Intermediate experience and ability to assist and train patrons on Windows and Microsoft Office programs
• Intermediate experience and ability to assist and train library staff in library's primary software (ILS) and related 3rd party products-sorter, self-checkout, cash register interface, etc
• Willingness to learn on the spot in front of people and to continually learn new things on the job
• Ability to communicate new ideas, products, and services in a positive and engaging manner
• Enthusiasm for an environment of change
• Strong problem solving and troubleshooting skills
• Ability to focus on the customer, show integrity, be inclusive, enjoy learning, and have fun
• Ability to successfully work with varying demographics
• Ability to adhere to Cedar Rapids Public Library's Core Competencies
• Confidence and excitement in the services and resources the library has to offer
• Passionate about the mission of public libraries
• Comfortable with the principles of intellectual freedom and patron privacy

Acceptable Experience and Training:

• 2 years of customer service experience
• Bachelor's Degree
• An equivalent combination of experience, training, and certification may be considered for substitution.

Supplemental Information

Work Schedule

• Tuesday: 8:30 - 5:00; Wednesday: 11:45 - 8:15; Thursday: 11:45 - 8:15; Friday: 8:45 - 5:15; Saturday: 8:45 - 5:15

Hourly Rate

The Patron Services Specialist is covered under the Library Bargaining Union, and all new hires begin employment at $24.18 per hour, regardless of years of experience. Employees in this classification receive a step increase on their anniversary. The steps effective 7/1/2026 include:

New Hire - Step 1Step 2Step 3$24.18

$28.47$29.33

Equal Opportunity/Affirmative Action Statement

The City of Cedar Rapids is an equal opportunity/affirmative action employer. All job applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history).

Applicants with Disabilities

We respect and value people with disabilities and are committed to providing a workplace culture of disability inclusion. People with disabilities are supported during the hiring process and are encouraged to apply for employment with the City of Cedar Rapids. In support of the Americans with Disabilities Act, reasonable accommodations will be provided to those in need of assistance with the application and interview process. To request an accommodation, contact the Citys Human Resources department by phone at 319-286-5000 or by email at hr@cedar-rapids.org.

We offer benefits and beyond for our employees and their families!

The City of Cedar Rapids provides outstanding pay, benefits, time off, including:

• Medical co-insurance for participating providers of 90% plan / 10% employee
• Competitive pay
• Iowa Public Employee's Retirement Pension plans (IPERS) with a 9.44% City contribution and 6.29% employee contribution
• 457 deferred compensation employer match program (City will match up to 0.05% of your annual income each calendar year-learn more here.)
• Flexible Spending (Health Care and Dependent Care Accounts- learn more here)
• An average of 11 paid holidays per year
• Up to $3,000 per year in educational assistance
• 4 weeks of paid parental leave
• Public Service Loan Forgiveness - (The PSLF program forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments while working full-time for a qualifying employer. See more info here. )
• Pay raises as determined by bargaining contract
• 100% City paid basic life insurance
• Dental, vision, long-term disability, and supplemental life insurance
• View our Bargaining Benefits Summaries
• Expansive job growth opportunities
• Commitment to professional development
• Private health & wellness coaching partnerships

01

Which of the following best indicates your highest level of education?

• I do not have a High School diploma or GED
• High School diploma or GED
• Some college (at least the equivalent of 1 year)
• Associates degree or vocational equivalent
• Bachelors degree
• Masters degree or higher

02

What was your major or primary field of study?

• Library Science (e.g., Education, Human Services, etc.)
• Other, related to Library Science (e.g., Education, Human Services, etc.)
• Other major
• no degree

03

How many years of experience do you have in a customer service role?

• Less than 1 year of experience
• At least 1 year of experience
• At least 3 years of experience
• At least 5 years of experience
• At least 7 years of experience
• At least 9 years of experience
• More than 10 years of experience

04

Please share your work experience in a Customer Service roles.

05

Please describe your experience providing trauma-informed customer service or supporting individuals in high-stress or escalated situations.

06

The library serves a wide range of diverse patrons. What specific populations are you most passionate about serving, and what experience do you have working with those groups?

07

Do you speak a second language? If so, what language?

Required Question

Employer City of Cedar Rapids

Address 101 1st Street SE

Cedar Rapids, Iowa, 52401

Phone 319-286-5000

Website http://www.cedar-rapids.org/