Customer Service Specialist

Customer Service Representative

Lubbock Public Library is hiring a full-time Customer Service Representative for the Mahon Library. Under the direct supervision of the Branch Manager, you will spend most of your time at customer-facing service points, welcoming a diverse population with respect and dignity, and creating a safe library space where all are free to explore and connect. You'll make positive experiences for library patrons by checking out and returning books, registering patrons for new library cards, maintaining library accounts; accepting money to resolve library fines, and responding to questions pertaining to the library.

This work will require the use of technology and tools related to the processing of library materials, such as email, internet, cash registers, copier, and library specific software. You'll regularly use library computers and other technology to efficiently process and route library materials with accuracy and attention to detail while staying current on circulation policies and procedures. You may assist with shelving, collection maintenance, creating book displays, attending to customers in the computer lab or makerspace, or providing outreach as requested.

Essential Functions

• Serve at the service desk as the first point of contact for library patrons;
• Greet patrons in person or by telephone; ascertain the nature of the patron's request, problem, or need;
• Provide basic information to patrons; explain library policies and procedures;
• Use a computer, telephone, cash register, book carts, and sensitizing machine;
• Check out library materials, collect overdue fines, and assist patrons with directional questions;
• Make new library cards for patrons and maintain library accounts;
• Input data into library's database regarding library patron information and library materials;
• Accept payments and maintain receipts;
• Assist public with hands on computer assistance as well as photocopying assistance;
• Assist with holds, claims returned and missing items on a routine basis, clearing materials as necessary;
• Shelve library materials, organize library shelves, and create displays to assist in maintaining a neat and orderly library collection;
• Work at other library service desks or branches as needed;
• Perform related duties as required.

Qualifications

Completion of a high school diploma or the equivalent with an additional one year of library experience or customer service; or any combination of relevant education and experience which provides the following:

Knowledge and Abilities

Knowledge of:

• Customer service techniques, basic office procedures;
• Operating a variety of office equipment including copiers, printers, and phones;
• Operating a cash register and card reader to accept money for fines and fees;
• Operating technology including computers, email, Outlook calendar, Microsoft Word, internet searches, library catalogs, databases, and other digital resources.

Ability to:

• Speak and communicate in a clear, concise manner;
• Create and maintain positive relationships with customers, staff, and the community;
• Thrive in an active work environment with constant public contact;
• Maintain a positive attitude, cultural sensitivity, and compassion when working with customers of all ages and backgrounds;
• Communicate and relate information to customers of all ages and skill levels, including those with English language proficiency;
• Creatively solve problems, negotiate and handle stressful situations in a positive manner:
• Handle cash, credit cards, and make simple mathematical calculations;
• Issue library cards and maintain customer accounts;
• Work closely with a team to complete daily, weekly, and monthly tasks;
• Work some evenings or weekends on rotation.

Physical Requirements:

• Frequently stand and walk;
• Frequently flex upper trunk forward;
• Frequently lift up to 40 pounds;
• Frequently push and pull objects;
• Frequently flex upper trunk forward, partial flexing of knees;
• Frequently flex upper trunk forward while sitting or standing;
• Frequently reach above, at, or below shoulder height;
• Continuously see, talk, and hear.