Customer Services Specialist - Outreach Services (40 hrs.)

Columbus Metropolitan Library • Gahanna, OH

2d • $18 - $23

About The Position

This position serves as a primary contact point for Outreach Services customers, ensuring a positive customer experience by determining customer needs, analyzing, and solving problems, and directing customers to appropriate staff and resources. Shares responsibility for the circulation functions of the School Delivery Service.

Requirements

• High School Diploma or G.E.D. required; no experience required.
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• Ability to troubleshoot computer and office equipment.
• Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems.
• Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements. Valid driver license which meets the minimum requirements of CML’s vehicle insurance policy.

Nice To Haves

• Customer service experience preferred.

Responsibilities

• Supports location’s customer service plan by proactively greeting customers; answering basic reference and directional questions in person and delivering browsing carts of library materials and holds to area senior apartments and facilities. Assists customers with library databases on their personal devices. Participates in reading conversations with customers and makes recommendations based on customer profiles.
• Assists customers with library card accounts in person, over the phone, by e-mail, etc., including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, directing customers to a location that accepts payment on accounts, and ensuring accuracy of the account.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Maintains library collection by identifying and solving problems with library materials; performs cleaning of Library materials; processes withdrawn materials; pulls materials from the shelves for review by information staff based on criteria such as condition, age, and frequency of use; maintains customer reserve shelves; and processes various reports which involve searching for library materials. Shares collection needs with Collection Lead.
• Provides training on library technology to customers and staff one-on-one; trouble shoots technology problems at the location, notifying and coordinating with Information Technology staff as needed.
• Processes and sorts materials accurately and efficiently; including returned materials, reserved items for incoming and outgoing delivery, expired reserved materials, and new materials as needed.
• Shares responsibilities of driving CML vehicles. Helps maintain condition of vehicle mechanics by regularly monitoring vehicle operations and reporting possible issues or concerns.
• Assists with lobby stop operations including opening and closing procedures such as bagging holds for the daily sites; printing site schedules, unpacking returns at the end of the day for distribution, ordering and maintaining location supplies, gathering, and reporting statistical data and other clerical duties as assigned.
• Performs circulation duties for the School Delivery Program including check-outs, returns, and preparation for delivery. Assists in the organization and inventory of school delivery bins. Tracks usage patterns and long overdue materials. Assists with school account creation and management.
• Performs additional duties as assigned including serving on task forces, committees, etc.

Benefits

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees