Customer Service Specialist - Multiple Locations

Provides public service in the circulation area to register and issue library cards, check out materials, accept payments for fines and fees, handle inquiries, and resolve customer account problems. Fills and processes holds and performs a variety of other clerical tasks.

Responsibilities

• Provides public service at the Circulation Desk in person and on the phone.
• Collects payments for fines, fees, book sale items, and supplies.
• Resolves customer account problems; waives or negotiates payment of charges, as appropriate.
• Checks library materials in/out, places holds, renews items, searches for and retrieves materials.
• Assists and trains customers to operate library equipment; troubleshoots basic equipment malfunctions.
• Reviews library card applications, verifies eligibility and identification, issues and/or updates library cards.
• Provides information about borrowing policies, library services, and programs.
• Fills and processes hold requests.
• Uses PC and specialized software, payment transaction system, and other library equipment (self-check machines, laser printer, copier, etc.).
• Assists with technology troubleshooting for patrons and in-house computers and machines.
• Performs assigned support tasks, sorting, shelving, and other clerical duties.

Requirements

• One (1) year of direct customer service experience.
• Must successfully complete the Library Software and cash handling procedures training within sixty (60) days of hire date.
• Must pass a required pre-employment background check.

Skills

• Knowledge of basic library processes and general office methods and procedures.
• Basic cash handling procedures.
• Perform data entry/keyboarding and operate a PC and other library equipment.
• Problem solving and conflict resolution.
• Use software programs.
• Perform alphabetic and numeric sorting and shelving.
• Read, write, and communicate in English.
• Deal tactfully and courteously with the general public.
• Concentrate and accomplish detail-oriented tasks.
• Organize workloads and prioritize tasks to adhere to deadlines.
• Respond quickly to changing priorities.

Working Conditions and Physical Requirements

• Work is performed primarily indoors, with occasional exposure to outdoor weather conditions when emptying book drops.
• Significant standing and walking, repetitive movements.
• Ability to bend, kneel, stoop, reach, lift up to 30 pounds, and push/pull a loaded shelving cart weighing up to 150 pounds.

Schedule

Work schedules include day, evening, and alternate Friday/Saturday shifts. Positions are 20 hours per week at each of the following locations:

• Millcreek Library
• Sandy Library