Customer Service Specialist - Multiple Locations

Library Customer Service Specialist

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.

Minimum qualifications include:

• One (1) year of direct customer service experience.

• Successful completion of Library Software and cash handling procedures training within sixty (60) days of hire date.

• Passing a required pre-employment background check.

Essential functions include:

• 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, etc.

• Fills and processes hold requests.

• Uses PC and specialized software, payment transaction system, and other library equipment.

• Assists with technology troubleshooting, both for patrons and with in-house computers and machines as needed.

• Performs assigned support tasks, sorting, shelving, and other clerical duties.

Knowledge, skills, and abilities required:

• Basic library processes

• Basic cash handling procedures

• General office methods and procedures

Skills and abilities to:

• Perform data entry/keyboarding

• 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 include:

• Work is performed primarily in an indoor environment, with occasional exposure to outside 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.

Work schedules include day, evening, and alternate Friday/Saturday shifts.