Customer Services Assistant-95th Street Library

Naperville Public Library•Naperville, IL

3d•Onsite

About The Position

The Customer Services Assistant supports customers at the public desk across Library services and handles Library materials for circulation consistently, accurately, and promptly. The role provides quality customer service, works with staff to resolve circulation issues, and helps maintain the order and care of Library facilities and materials. The assistant provides circulation and customer support, including issuing Library cards, processing materials and fees, handling expired holds, assisting with curbside service and Inter-Library Loan (ILL) items, and fulfilling paging lists. The position also helps customers use Library equipment, print resources, technology, and online resources; performs basic equipment troubleshooting; and responds to phone and in-person inquiries. Other work includes maintaining the collection and Used Book Sale section, monitoring public areas, assisting with events and projects, supporting facility communications, and occasionally serving as Person In Charge. The position requires a high school diploma or equivalent and at least two years of customer service experience. Bilingual proficiency is a plus. The work schedule includes evening and weekend shifts, with rotating monthly weekend assignments. The role may involve working at other Library locations and attending meetings or conferences.

Requirements

High school diploma or equivalent.
At least two years of customer service experience.
Strong written, verbal, communication, and interpersonal skills, including the ability to work effectively with people of diverse cultures, interpersonal styles, abilities, and backgrounds.
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; ability to keep current with relevant technology.
Strong technical skills and familiarity with a range of hardware and software technologies.
Problem-solving skills, including the ability to determine priorities and find timely solutions to departmental or system-wide issues.
Strong organizational and time-management abilities, and the ability to complete assignments and projects in a timely manner.
Ability to maintain confidentiality, professionalism, and discretion.
Appropriate money-management responsibilities.
Adaptability, responsiveness to change, reliable task completion and follow-up, and a positive approach in adverse situations.
Ability to communicate with staff and customers in person, by email, and over the phone.
Ability to remain stationary or move about for prolonged periods.
Ability to move equipment or Library materials weighing up to 35 pounds.
Reliable means of transportation to attend meetings and conferences and work at other locations.

Nice To Haves

Bilingual proficiency.

Responsibilities

Provide polite, helpful, and efficient customer service to vendors, customers, and staff.
Issue Library cards; process and route materials; collect fees; process expired Library and LINKin holds; and shelf-read materials.
Respond to customer requests promptly and courteously, referring difficult or unusual requests to appropriate Library staff with discretion.
Help customers use Library equipment, print resources, technology, and online resources.
Troubleshoot basic issues with self-check machines, phones, and other departmental equipment.
Review collection materials, process lost materials, and route damaged items to the appropriate department.
Communicate building issues to 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.
Fulfill paging lists, including pulling, processing, and shelving holds.
Monitor and maintain order in public areas to provide 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 needs.
Attend professional development opportunities.