Call Center Specialist (20/24 hrs.) - Main Library

About the Position

As a Call Center Specialist, you serve as the primary contact point for customers contacting the library through phone, chat, and e-mail. Ensuring a positive customer experience by determining customer needs, analyzing and solving problems, and connecting customers to appropriate locations, departments, and resources.

What You’ll Do

• Answers basic reference and directional questions over the phone, chat, and by e-mail.
• Affords support and troubleshooting for eContent services, including eReaders.
• Affords assistance with library card accounts over the phone, chat, and by e-mail; including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Affords assistance with location operations including opening and closing procedures; ordering and maintaining location supplies; and ensuring that the location is neat, orderly, appealing and inviting to staff.
• Affords assistance with maintaining knowledge bank; may afford assistance with creating daily schedules, gathering and reporting statistical data, and other clerical duties as assigned.
• Interprets library expectations written for in-person service in light of virtual interactions. Offers suggestions for edits as appropriate.
• Affords training on library technology to customers and staff one-on-one; may afford assistance Information staff in classroom settings.
• Responsible for trouble shooting technology problems at the location, notifying and coordinating with Information Technology staff as needed.
• Performs additional duties as assigned including serving on task forces, committees, etc. May be asked to fulfill duties of the Customer Services Specialist and the Materials Services Associate.

Minimum Qualifications

• A high school diploma or G.E.D. required.
• Customer service experience preferred.
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• Strong phone, verbal communication, and active listening skills.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems.
• Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements.

Working Conditions and Physical Demands

The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions). This is a stationary position that requires answering phones, chats, and e-mails for 90% of a shift. Work requires minimal demand for physical effort.

Our Commitment to Diversity

The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law. At Columbus Metropolitan Library, we are striving to build a workforce that is as diverse as the communities we serve. Learn more about Our Employee Experience: here.

What We Offer

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.
• A comprehensive overview of our benefits: here.