Customer Services Assistant - Library

Eau Claire, City of • Eau Claire, WI

5d • Onsite

About The Position

The L.E. Phillips Memorial Public Library is seeking an outgoing, enthusiastic and detail-oriented Library Assistant who has a passion for public service, exemplary customer service and strong organizational skills. The position will assist customers by performing a variety of tasks to ensure the successful operation of the public library including checking materials in and out, processing library card applications, maintaining correspondence with customers, and oversight of library Desk Clerks and Pages. The well-qualified candidate shall demonstrate good judgment and initiative, possess a working knowledge of library materials and procedures, be a reliable team player with a strong commitment to customer service, and demonstrate supervisory skills. This is a full-time, non-exempt position, 40 hours per week. The starting wage is $20.33 per hour. The proposed schedule includes primarily daytime, with one regular evening per week and rotating Saturday hours. For consideration, interested applicants should submit an application, cover letter, and resume by 8:00 am on Wednesday, September 30.

Requirements

• High school graduate or equivalent is required.
• Experience in general computing, hardware, software and Microsoft Office is required.
• Excellent customer service, including poise in stressful situations.
• Supervisory skills, including coaching and training skills.
• Ability to use independent judgement to resolve problems within the scope of assigned duties.
• Working knowledge of library procedures and ability to follow these procedures.
• Ability to establish and maintain positive, effective working relationships with staff and the public.
• Ability and initiative to work independently and efficiently with minimal direction.
• Ability to prioritize and multitask.
• Ability to apply organizational, and time management skills.
• Must be able to read, write, give, follow, and comprehend verbal and written instructions.
• Must have effective oral and written communication skills to communicate productively with staff and customers.

Nice To Haves

• Library experience preferred.
• Experience in library automation is preferred.
• Supervisory experience preferred.

Responsibilities

• Check materials in and out using automated library systems.
• Contribute to an orderly and visually appealing library through the shelving of materials and light cleaning.
• Assist customers in using the self-checkouts.
• Troubleshoot the self-checkout machines when needed.
• Follow procedures for renewals, reserves, overdue materials, fines, and claimed returned materials.
• Oversee the Automated Materials Handling (AMH) system, including troubleshooting errors, communicating with vendor support and cleaning.
• Fill, pack, and lift courier bins and maneuver full library carts and dollies.
• Process and update customer applications, address changes, and other circulation tasks in a multi-library system.
• Assist customers in using meeting rooms, including making reservations, checking and checking out of rooms and using meeting room technology.
• Maintain and process data for statistical reporting, as assigned.
• Serve as manager-on-duty on a rotating basis.
• Address customer concerns or staffing issues that require immediate attention.
• Supervise Pages and Desk Clerks and assign individual tasks as needed.
• Assist in training of new staff and volunteers.
• Maintain professional communication with customers, MORE libraries, other divisions, and other entities via phone, email or letter to resolve and answer questions.
• Facilitate movement of materials between different entities.
• Provide feedback to manager regarding performance of Pages/Desk Clerks.
• Prepare and count daily cash.
• Process customer payments.
• Review, track and process requests and materials for interlibrary loan following all established procedures.
• Review and maintain interlibrary loan user records.
• Assist in writing and reviewing Circulation unit procedures.
• Assist in communicating changes to Desk Clerks/Pages as needed.
• Handle search process; missing/damaged item recovery; and maintenance of supplies, forms, and merchandise as assigned by the Circulation Manager.
• Communicate effectively, professionally and honestly with all Library staff and Library visitors, including both written and verbal communications, following Library procedures as needed.
• Assist circulation work flow processes at any level when need arises to enable the completion of daily duties or assigned tasks.
• Facilitate changes to tasks, procedures and policies.
• Maintain prompt, predictable, and regular physical attendance.
• Responsible for maintaining a safe, secure, and orderly public space within the library building and grounds.
• Contribute to a positive, team-oriented work environment by being helpful, respectful, and approachable to both staff and the public.
• Serve on staff committees.
• Participate in special events or outreach, as assigned.
• Participate in professional development activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED