PT Children's Room Customer Service Associate

Richland Library•Columbia, SC

3d•Onsite

About The Position

Richland Library is seeking to hire a Part-Time Children's Room Customer Service Associate at our Main location. This role involves direct customer interaction, assisting with library materials, technology, and providing information. The associate will work with children, teens, and their caregivers, upholding specific customer engagement standards. Responsibilities include managing library system tasks, answering reference and technology questions, interpreting library policies, and supporting departmental needs such as maintaining supplies and orderliness of the collection. The position requires adherence to safety guidelines and active participation in staff meetings, while consistently embodying the library's brand promises and providing outstanding customer service. The role may also involve assisting with programs like storytimes and art programming.

Requirements

High School diploma or GED; supplemented by two (2) years of directly related experience; or an equivalent combination of education, certification, training, and/or experience.
Working knowledge of mission of public library systems and related services and the ability to learn principles and practices of library operations.
Working knowledge of the principles and practices of the assigned operational areas and customer service.
Working knowledge of principles, practices, methodologies, and techniques for high-quality customer service.
Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department / organization specific software and ability to learn and become proficient in the use of other specialized software as may be required.
Knowledge of clerical procedures and systems such as word processing, managing files and records, and other office procedures.
Ability to clearly communicate and understand information in English, both orally and in writing.
Ability to follow oral and written instructions.
Ability to read, update, and maintain various records and files in numerical, alphabetical, or chronological sequence.
Ability to review, compile, and organize forms, documents, and related records for efficient processing and ready retrieval.
Ability to contribute effectively to understanding and maintaining the system for organizing and moving materials through the system.
Ability to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds.
Ability to regularly attend work and arrive punctually for designated work schedule and work outside of standard business hours / week as required by organizational and/or job obligations.

Responsibilities

Works directly with diverse customers locating, checking out, and renewing materials, placing holds, using automated library system.
Assists customers (in-library and on telephone) with basic informational and directional requests.
Assists customers with using PAC terminals, copiers, and other equipment.
Works directly with children, teens and their caregivers while upholding our Children's Room Customer Engagement Standards.
Answers reference and technology questions, responds to customer requests, completes complex processes correctly, interprets Library policies and procedures to customer and other staff members, and refers customers to professional staff for assistance as appropriate.
Supports departmental / location needs, including but not limited to, maintaining supplies, statistics, cleaning, checking and trouble-shooting equipment, and maintaining orderliness of the Library’s collection.
Implements best practice standards and assures alignment with guidelines, policies, and procedures.
Answers questions and interprets and communicates general policies and procedures to customers.
Conducts searches for holds and other materials on shelves using printouts and lists.
Follows organizational, County, and public health and safety guidelines and protocols and performs job functions in a safe manner; reports all safety hazards per established policies and procedures.
Attends and participates in staff and professional group meetings; stays current on new trends and best practices.
Learns and consistently exhibits Richland Library’s brand promises in all interactions with customers and colleagues; provides outstanding customer service to all internal and external customers; successfully ascertains and meets the individualized needs of each customer.
Enforces the Richland Library Code of Conduct and follows established guidelines.
May assist with programs for diverse audiences including but not limited to, storytimes and art programming.