Bilingual Customer Care Specialist

Bilingual Customer Care Specialist

At Tulsa City-County Library, we do more than provide access to books—we connect people to opportunity. Every day, our employees create welcoming spaces, build connections, solve problems, and help customers from all walks of life access the tools they need to learn new skills, discover new ideas, access resources, and build brighter futures. If you're passionate about making a meaningful impact in your community, we invite you to explore a career with Tulsa City-County Library.

Essential Duties & Responsibilities

The Bilingual Customer Care Specialist provides excellent library customer service to customers in both proficient English and Spanish in the AskUs Customer Care Center, a rapid-response "ready reference" service to the public and TCCL branches; assists with circulation, ready reference, library digital services content and general library service and information; responds to customer questions submitted via phone, email, text, instant message, social media, and the comments section on the website; assists with library promotion via social media.

Location: Central Library - 400 Civic Center Tulsa, OK. 74103

Salary: $16.25/hr.

Status: Part time - 20 Hour/Week

Schedule: Monday : 9 am - 1 pm Tuesday: 9 am - 1 pm Thursday: 12 pm - 4 pm Rotating Friday 9 am - 6 pm/ Saturday 8:30 am - 5pm Rotating Every 6th Sunday 12:30 pm - 5 pm

Additional responsibilities include:

• Provides excellent library customer service in both English and Spanish by assisting with circulation, ready reference, readers' advisory, library downloadable content and general library service and information questions in the AskUs Customer Care Center.
• Responds to customer contacts submitted via phone, email, text, instant message, and the comments section on the website.
• Assists, trains and educates library customers in either stated language on new and existing self-service technology and devices (including ereaders, smart phones and mobile devices); assists with trouble-shooting customer self-service tools and technology issues.
• Keeps current on all library services, products, and events in order to assist customers in either stated language.
• Actively seeks out information regarding changes or new offerings at TCCL and shares with AskUs coworkers.
• Maintains familiarity with Tulsa County community services and events to better assist all customers; As needed, updates phone messages and web banners for temporary changes in hours or service (i.e. Holiday hours, a branch closes due to power outage).
• Prepares AskUs Customer Care Center for opening and closing.

Qualifications

Demonstrated fluency in both English and Spanish languages, appropriate level of proficiency will be verified through an external testing source Excellent phone voice, strong oral and written communication skills, and strong interpersonal skills. Skills using Windows, Internet, Word Processing, Spreadsheets required. Ability to learn relevant technology, including the library's circulation software (e.g. Sierra), call center software, and use of popular e-readers and tablets. High school diploma or G.E.D. required. 6 months' experience in a public service environment Spanish Language Skills Welcome and Valued Tulsa City-County Library proudly serves a diverse community, including many Spanish-speaking customers and families. If you are fluent in both English and Spanish, your skills can help make a meaningful difference in the lives of the people we serve. For this position, the ability to speak/read/write in both Spanish and English is required. Bilingual positions qualify for a quarterly pay incentive.

Physical and Environmental Conditions: Work occasionally requires stooping and bending. Occasional light lifting such as three or four reams of paper, four or five books, or other materials (up to 20 pounds) may be required. There are usually no major sources of discomfort; work is essentially conducted in a normal office environment with acceptable lighting, temperature, and air conditions.

What It's Like to Work at Tulsa City-County Library

Library work is about people first. Our employees actively engage with customers, provide exceptional service, and help connect people to the resources they need to learn, grow, and succeed. We serve customers from all backgrounds and life experiences, and we value empathy, respect, curiosity, and a commitment to public service. If you enjoy helping others and making a meaningful impact in your community, you'll thrive at Tulsa City-County Library.