Customer Services Assistant- Nichols Library

Job Description

Job Description

Salary: $18.65/hr.

POSITION SUMMARY

The Customer Services Assistant assists customers at the public desk in all areas of Library services, providing consistent, accurate, and timely handling of Library materials for circulation. Provides quality customer service and collaborates with staff to resolve circulation related issues. Contributes to the general order and care of facilities and Library materials.

RESPONSIBILITIES

• Upholds the highest standards of customer service with polite, helpful, and efficient interactions with vendors, customers, and staff.

• Performs customer service activities for thelibrary,includingissuance oflibrary cards,processesand routesmaterials,collectsfees,processesLibrarys & LINKinexpiredHolds,andshelf reads.

• Responds to customer requests promptly and courteouslyreferring difficult or unusual requests to the appropriate Librarystaffwithdiscretion.

• Assistscustomerswith use ofLibrary equipment, print resources, technology,and online resources.

• Troubleshoots basic problems with self-check machines, phones, and otherdepartmental equipment.

• Ensures the quality of the collection material by reviewing materials, processing lostmaterialand routing damaged items to theappropriate department.

• Facilitates communication concerning building issues with the FacilitiesDepartment and Library management.

• Answers and responds tophoneinquiriesand/orroutescallstoappropriate department.

• Processesand completescurbside service.

• Processes Inter-Library Loan(ILL)items and communicates with ILL customers.

• Inspects and recordssafetyof credit card machines, according to PCI guidelines.

• Handlesand recordslost and found materials according to guidelines.

• Makes announcements over the public address system as needed.

• Acceptsand reviewsused material donations, accordingto guidelines.Maintains Used Book Sale section.

• Collaborates on programs/projects withother staff,occasionally at other locations.

• Assistswithpaging list fulfillment, including pulling, processing,and shelvingHolds.

• Monitors andmaintainsorder in the public areas to ensure a welcoming environment forcustomers.

• Assistsand completesdepartmentalstatistics and reports.

• Attends andassistswithOutreach Library events.

• May periodically serve as PersonInCharge (PIC), providing support for employees, customers, and facility issues.

• Attends professional development opportunities.

KNOWLEDGE/SKILLS/ABILITIES

• Demonstrate strong written, verbal communication and interpersonal skills working effectively with diverse cultures, interpersonal styles, abilities, and backgrounds.

• Demonstrates exceptional customer service, providing qualityassistanceto vendors,customersand staff.

• Keeps current in relevant technology, uses computer software programs such as Microsoft Office andOutlookand common office equipment to complete tasks/assignments.

• Usesproblem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.

• Uses computer software and common office equipment to complete tasks, keeps current with relevant technology.

• Service oriented, provides quality customerassistance;establishesand maintains effective relationships with customers and staff.

• Maintains confidentiality,professionalism,anddiscretionin situations.

• Possesses strong technical skills. Familiar with a range of hardware and software technologies.

• Strong organizational and time management abilities. Complete assignments and projectsin a timely manner.

• Demonstratesappropriatemoneymanagementresponsibilities.

• Responsive to change anddemonstratesadaptability.

• Takesresponsibility for consistent completion and follow-up on all tasks.

• Maintains a positive approachwhiletaskingin adverse situations.

• Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

EDUCATION/EXPERIENCE/QUALIFICATIONS

• Highschooldiploma or equivalent.

• Minimumtwoyearsof customer serviceexperience.

• Bilingualproficiencya plus.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Communicate with staff and customers in person, via emailand over the phone.

• May require either being in a stationary position or moving about for prolonged periods.

• Moves equipment or library materials weighing up to 35 lbs.

• Must have reliable means of transportation to attend meetings, conferences, and perform work in other locations.

BENEFITS

The benefits for this position include:

• Annual Vacation Accrual: 2 weeks per year
• Holidays: 7 days per year
• Annual Sick Accrual: 12 days per year
• Up to 5 Personal Days per calendar year prorated based on the hire date
  
• Illinois Municipal Retirement Fund (Pension Plan)
  
• 12 weeks paid parental leave
• Training and development opportunities

WORK SCHEDULE

Monday 1 - 5 p.m.

Tuesday 1 - 5 p.m.

Wednesday 5 - 9 p.m.

Thursday OFF

Friday 1 - 5 p.m.

1 Sat/mo. 1 - 5 p.m.

1 weekend/mo.

1 Friday 5 - 9 p.m.

1 Saturday 8:30 a.m. - 5 p.m.

&

1 Sunday 1 - 5 p.m.

To learn more about us, go to - lib.org/jobsandDiversity, Equity & Inclusion | Naperville Public Library, IL (naperville-lib.org)