NEOGOV · 7 hours ago
Patron Services Specialist
King County - Seattle – Other, WA
Full-time
Onsite
Entry Level
$43K/yr - $57K/yr
3+ years expNEOGOV is a division of the Office of Secretary of State, dedicated to providing unique job opportunities in state government. The Patron Services Specialist will serve as the first point of contact for new patrons, providing exceptional customer service and managing patron records in the KLAS system, while also supporting outreach programs and marketing efforts.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Delivers high-quality, customer-focused services to a diverse patron base, provides assistance to patrons and third parties directly over the phone, in person and electronically
Responsible for contacting all new patrons for onboarding within one week and to answer any questions, make updates to reading preferences and train patrons on how to use equipment and/or how to utilize library services. Promotes additional library services and acts as a point of contact for further questions or concerns
Contacts patrons for updated information when mail or equipment that was sent out is returned to the library. Updates records as needed to maximize library services offered and resolves service inquiries from patrons or third parties
Processes new patron applications for services within two days of receipt; troubleshoots registration and/or subscription problems, follows NLS regulations and guidelines and advises other library staff on eligibility rules and registration procedures. Scans, edits, and saves current applications digitally following archiving and retention practices
Reviews patron applications: in case of error, rejects the application or trains the certifier to identify and accurately represent eligible patrons. Analyzes problem reports and resolves complex issues with patron accounts or status inquiries
Acts as expert in reviewing and processing paperwork for new patrons in line with NLS and federal disability criteria, verifies information on patron’s qualifying disability on applications, registers and creates patron records in KLAS Circulation System (ILS) and maintains accurate and up-to-date records
Assists patrons with information regarding their service status, shipments made, change of address, magazine subscriptions, patron transfers, requests/reserves processed and other available services
Coordinates with network library staff in other states to ensure successful, timely transfer of patron records and information
Manages the National Library Service Leads Database system, processing data, running reports, and ensuring appropriate communication to potential patrons and interested parties. Following NLS guidelines, tracks potential patrons to ensure communication standards and Leads database management
Follows all updates and changes in NLS procedures and recommend procedural changes or updates to policies or practices, provide recommended steps and framework for implementation for workflow revision
Answers inquiries from general public, providing basic information on the library, eligibility requirements, the registration process, types of equipment and accessories available, and general WTBBL service questions; refers calls to other staff as appropriate
Creates or edits initial patron readership profiles to initiate library service. Establishes service queue for new patrons based on application data or intake phone interview following WTBBL practices and procedures
Using the KLAS System, runs complex queries and reports in automated system to monitor patron service usage and active/inactive service status; maintains patron reading profile information
Performs monthly inactive patron communication via check-in postcards, calls and emails. Updates patron records based on regular KLAS queries, including restarting or suspending service. Purge suspended patron files according to NLS guidelines
Processes patron accounts for the Braille and Audio Reading Download program (BARD); supports Readers’ Advisors with patron identification and equipment assignment information
Runs and analyzes reports in KLAS to provide annual patron statistics overview for director including but not limited to updating email addresses from KLAS and uploads to MailChimp campaign list; and maintains and monitors registration statistics
Acts as local expert for magazine program, tracks subscriptions, processes requests for new subscriptions and cancellations, serves as a resource for the collection
Performs circulation functions, including assignment of equipment and resolution of issues
Ensures that applications and outreach materials, deposit accounts, and borrower data is in line with federal regulations
Participates on project teams and committees, as appropriate and within the scope of the position summary and essential functions
Conducts quarterly, semiannual and annual database clean-up activities in compliance with policies and procedures of the NLS
Performs complex cataloging projects including series and name authority control work to support auto select circulation and duplication-on-demand service for patrons
Routinely provides customer feedback to supervisor to ensure the customer’s voice and perspective is received and reviewed
Recommends changes and improvements to patron services practices and procedures, designs and develops training materials
Designs collateral materials and publications in collaboration with Outreach Librarian and Director, to publicize and promote WTBBL
In collaboration with Outreach Librarian, develops and manages comprehensive social media guidelines and practices across WTBBL platforms
Develops social media content and campaigns in order to generate interest in, and appreciation of WTBBL and national service of libraries for the blind and print disabled
Recommends new trends and tools in social media, continuously seeking innovative ways to engage WTBBL audiences
Ensures timely and accurate responses to social media inquiries and comments, maintaining positive relationships with the public and media representatives
Monitors and analyzes social media trends, audience insights, and competitor activities to optimize marketing efforts and stay ahead of industry best practices
Collaborates with outreach team to identify and recommend materials and programs to increase awareness and usage of WTBBL services
Ensures the regular circulation of memory kits to senior facilities, and iBills to patrons
Contributes to identifying and collecting contact information for direct marketing campaigns
Provides assistance in identifying external audiences for library engagement; Assists in planning and executing targeted programs for this population
Participates in the creation and distribution of new marketing materials, and new content for the library’s website and social media
Assists with statistical data entry for department regarding all outreach efforts
Helps create, update and distribute print and electronic marketing materials (e.g. brochures, flyers) promoting library programs, resources, and fee-based services
Gives WTBBL staff information on KLAS patron registration functions to resolve problems, provides WTBBL staff support in running queries in KLAS
Administers NLS/BARD book download system for WTBBL patrons, confirms eligibility, enters patrons into systems and issues passwords
Utilizes BARD administration functions to capture statistics for reporting, interpreting, and building projections for strategic planning
Assists patrons with password resets and basic troubleshooting and support with the BARD website and mobile app
Runs reports and produces monthly statistics on patron use of library materials and services
Monitors WTBBL public email account, responds to email messages or forwards to WTBBL staff person as appropriate
Queries database and produces mailing labels for publications for patrons
Sorts and distributes the USPS mail to staff
Performs clerical functions and serves as backup for reception
May oversee opening and closing of the library facility
Other duties as assigned
Qualification
Required
Three years' experience of full-time experience in the functional operations of a library
Ability to efficiently use a personal computer and applicable hardware and software to successfully perform the essential job functions of the position
Ability to read and write the English language
Attention to detail
Preferred
One year of recent full-time experience (40 hours a week) with a library circulation system such as KLAS, Horizon
Experience working with elderly or disabled persons
Successfully demonstrated public service experience with the ability to work well with a diverse patronage
Successfully demonstrated interpersonal, oral, and written communication skills
Successfully demonstrated ability to work as part of a team
Ability and willingness to learn and apply new computer technologies
Ability to access and update library databases and to transmit information to others
Experience producing multiple mass mailings, generating notices through an automation system and Mail Merge
Knowledge of postal requirements for addresses and mailings, and ability to correctly interpret causes of returned mail
Experience with assistive technology
Ability to speak Spanish language
Benefits
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program
Social Security
Public Service Loan Forgiveness
Paid holidays
Sick leave
Vacation leave
Military leave
Bereavement leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase