Customer Services Assistant-95th Street Library

Naperville Public Library•Naperville, IL

About The Position

The Customer Services Assistant assists customers at the public desk across Library services and handles Library materials for circulation accurately and promptly. The role provides quality customer service, collaborates with staff to resolve circulation issues, and contributes to the general order and care of Library facilities and materials. The assistant supports customers with Library equipment, print and online resources, and technology; processes circulation, curbside service, and Inter-Library Loan items; and helps maintain collections and public spaces. The position may also provide Person In Charge (PIC) support for employees, customers, and facility issues, assist with programs and outreach events, and contribute to departmental statistics and reports.

Requirements

High school diploma or equivalent.
At least two years of customer service experience.
Strong written, verbal, and interpersonal communication skills, including the ability to work effectively with people from diverse cultures, backgrounds, abilities, and interpersonal styles.
Strong customer service skills and the ability to establish and maintain effective relationships with customers and staff.
Ability to use computer software, including Microsoft Office and Outlook, and common office equipment; keep current with relevant technology.
Strong technical skills and familiarity with a range of hardware and software technologies.
Problem-solving skills to help determine priorities and find timely solutions to departmental or system-wide issues.
Strong organizational and time-management abilities, with the ability to complete assignments and projects in a timely manner.
Ability to maintain confidentiality, professionalism, and discretion.
Appropriate money management responsibilities.
Adaptability and responsiveness to change.
Responsibility for consistently completing tasks and following up.
Ability to maintain a positive approach in adverse situations and look for ways to improve Library services and support coworkers.
Reliable transportation to attend meetings and conferences and perform work at other locations.
Ability to communicate with staff and customers in person, by email, and by phone.
Ability to remain stationary or move about for prolonged periods and move equipment or Library materials weighing up to 35 pounds.

Nice To Haves

Bilingual proficiency.

Responsibilities

Provide polite, helpful, efficient customer service to vendors, customers, and staff.
Perform Library customer service activities, including issuing library cards, processing and routing materials, collecting fees, processing expired Library and LINKin Holds, and shelf reading.
Respond promptly and courteously to customer requests, referring difficult or unusual requests to appropriate Library staff with discretion.
Assist customers with Library equipment, print resources, technology, and online resources.
Troubleshoot basic problems with self-check machines, phones, and other departmental equipment.
Review collection materials, process lost material, and route damaged items to the appropriate department.
Facilitate communication about building issues with the Facilities Department and Library management.
Answer phone inquiries and route calls to the appropriate department.
Process and complete curbside service.
Process Inter-Library Loan (ILL) items and communicate with ILL customers.
Inspect and record the safety of credit card machines according to PCI guidelines.
Handle and record lost and found materials according to guidelines.
Make announcements over the public address system as needed.
Accept and review used material donations according to guidelines and maintain the Used Book Sale section.
Collaborate with staff on programs and projects, occasionally at other locations.
Assist with paging list fulfillment, including pulling, processing, and shelving Holds.
Monitor and maintain order in public areas to ensure a welcoming environment.
Assist with departmental statistics and reports.
Attend and assist with Outreach Library events.
Periodically serve as Person In Charge (PIC), supporting employees, customers, and facility-related matters.