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Full-Time Patron Engagement Specialist, Curtis Memorial Library, (Brunswick, ME)

Posted April 1, 2026

Description

The Patron Engagement Specialist delivers an exceptional patron experience by providing welcoming, accurate, and responsive service to all library patrons. This position serves as a primary point of contact for patrons, combining patron engagement, technology assistance, and circulation services while directing patrons to appropriate staff and resources to ensure a positive and seamless library experience. A strong knowledge of Curtis Memorial Library’s resources, services, and collections is essential for effectively guiding patrons and supporting their information needs. This role advances the library’s mission by connecting people with ideas, resources, and one another.

Responsibilities

Patron Engagement:

  • Creates a welcoming environment for all patrons through professional, friendly, and responsive interactions at library service points
  • Orients patrons to the library, explaining how to access materials, digital resources, services, and collections
  • Listens actively to patrons, understands their needs, and provides personalized guidance and recommendations
  • Provides suggestions for books, movies, and other library materials, and assists patrons in navigating collections effectively
  • Supports patrons in using library technology, including computers, printers, self-check stations
  • Assists patrons with digital services including downloading e-books and audiobooks, using library apps, and accessing online resources
  • Assists patrons with basic reference and directional questions in person, over the phone, and via email
  • Provides instruction in using the catalog and other library tools
  • Supports patrons with room reservations, meeting room orientation, and AV assistance
  • Promotes library services, resources, and programs during interactions to enhance patron engagement and awareness
  • Maintains up-to-date knowledge of library programs, services, and events to provide accurate information and recommendations to patrons
  • Brings a consistent positive attitude and energy to all patron interactions

Circulation & Access Services:

  • Registers new patrons and maintains accurate account records
  • Assists patrons with library card accounts in person, over the phone, and via email
  • Provides clear explanations of borrowing policies, account status, and basic library services
  • Checks items in and out accurately and manages holds, reservations, and interlibrary loan requests
  • Informs patrons of and enforces account rules and regulations
  • Processes fines, fees, and other payments accurately
  • Maintains accuracy in high-volume or repetitive tasks, supporting a smooth patron experience
  • Resolves patron account disputes by reviewing account information, interviewing patrons, and communicating resolutions effectively

Collection Support:

  • Assists with (physical and/or virtual) collection, organization, maintenance, and merchandising to support patron browsing and discovery
  • Performs materials processing and cataloging tasks as assigned

Operational Support:

  • Participates in library opening and closing procedures
  • Manages money at the service point, including balancing and reconciling cash drawers and preparing deposits
  • Ensures that the library is neat, orderly, appealing, and inviting patrons and staff
  • Prioritizes tasks during peak service periods or unexpected events while maintaining a positive patron experience
  • Provides support across service areas and adjusts responsibilities as needed to maintain consistent public service coverage
  • Gathers and records statistical data
  • Assists with ordering and maintaining supplies, public materials, bulletin boards, and lost/found collection as needed
  • Responds to challenging patron interactions with professionalism and confidence while applying de-escalation techniques, and referring issues to supervisors when appropriate
  • Enforce library policies fairly, consistently, and with discretion
  • Maintains awareness of safety procedures and responds appropriately to disruptive behavior, emergencies, or building concerns
  • Other duties as assigned

Standards of Performance:

  • Applies library policies and procedures; regularly checks for updates
  • Attends work regularly when scheduled and is punctual
  • Communicates regularly with other staff to facilitate efficient work and provide pertinent updates
  • Provides equitable and inclusive service to patrons of all backgrounds, abilities, and identities, contributing to a welcoming and accessible library environment.
  • Interacts courteously and respectfully with the public and with co-workers
  • Maintains professional skills to assure quality of service by utilizing staff development opportunities
  • Works collaboratively with staff and may assist in orienting substitutes or volunteers
  • Contributes to a welcoming, inclusive, and respectful environment for patrons and staff
  • Maintains a positive attitude towards work
  • Protects library users’ right to privacy and confidentiality with respect to information sought or received and resources consulted, borrowed, acquired, or transmitted

Qualifications

  • Bachelor’s degree required
  • Experience working in a customer service environment required; public library experience preferred
  • Experience assisting the public with technology or digital resources preferred
  • Experience with an Integrated Library System (ILS) or other database-driven software preferred
  • Evening and weekend hours as required for library operations
  • Careful attention to detail
  • Ability to proactively engage with patrons and provide high-quality customer service in a busy, public-facing environment throughout the shift and week
  • Values teamwork and embraces collaborative approaches to problem solving
  • Excellent customer service and communication skills
  • Flexibility to adjust schedule for peak activity periods or staff absences
  • Ability to work a varied schedule which may change periodically
  • Initiates and prioritizes projects
  • Proficiency with automated library systems and other computer applications, including Microsoft Office
  • Speaks with clarity and listens actively
  • Takes initiative
  • Works effectively in a busy, often noisy environment
  • Works independently and as part of a team
  • Physical:
    • Able to interact with the public for multiple shifts in a day
    • Perform tasks requiring some bending, lifting, pushing, and walking
    • Sufficient manual dexterity to use computers and perform other job-specific tasks
    • Able to move boxes/books up to 20 lbs.
    • Sufficient vision to perform job-specific tasks
    • Able to remain in a stationary position or stand for up to 50% of the time, and frequently move throughout the library to assist patrons and access materials

Work Environment and Physical Requirements:

The above statements are intended to describe the general nature, requirements, and level of work being performed by people assigned to do this job. The above is not intended to be an inclusive or exhaustive list of all responsibilities and duties required. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Hours and Compensation

Salary Range: starting at $22/hour
Position Type: Full-Time (35 hours/week; evenings and weekends required)

How to Apply

Deadline: April 17, 2026

To Apply: https://curtismemoriallibrary.bamboohr.com/careers/31?source=aWQ9MjI=

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