Customer Services Specialist ( 40 hr.) Southeast Branch

Columbus Metropolitan Library • Groveport, OH

2d • $18 - $23 • Onsite

About The Position

As a Customer Services Specialist, you will serve as a primary contact point for customers using the library. You are responsible for ensuring a positive customer experience by determining customer needs, analyzing and solving problems, and directing customers to appropriate staff and resources. Specific job responsibilities may vary based on work location.

The position is full-time, 40 hours per week, and non-exempt. The schedule includes Monday, Wednesday, and Thursday from 9:00 a.m. to 6:00 p.m.; Tuesday from 12:00 p.m. to 9:00 p.m.; alternating Friday/Saturday shifts from 9:00 a.m. to 6:00 p.m.; and Sunday from 1:00 p.m. to 5:00 p.m. as assigned, one in five weeks. The starting pay range is $18.01–$23.26 per hour, commensurate with experience. For internal candidates, pay adjustments are made in accordance with the Compensation and Salary Administration policy.

The work environment involves everyday risks or discomforts requiring normal safety precautions typical of offices, meeting and training rooms, libraries, residences, or commercial vehicles. Work may involve use of office equipment, avoiding trips and falls, observing fire regulations and traffic signals, and working in moderate outdoor weather conditions. Work requires occasional lifting or pushing of up to 100 pounds and frequent lifting or pushing of up to 50 pounds.

Columbus Metropolitan Library states that it is committed to equal employment opportunity and building a workforce as diverse as the communities it serves. It offers a benefits package supporting physical, mental, and financial well-being, including medical, dental, and vision plans; mental health resources and employee assistance programs; paid time off and leave options; participation in OPERS and additional investment and savings plans; and voluntary and supplemental insurance plans. The Library is also a qualified employer for Public Service Loan Forgiveness.

Requirements

• High school diploma or GED.
• Ability to express oneself effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• Ability to operate library technology, including a personal computer, email, software programs such as Windows/Microsoft Office, and other job-related equipment and systems.
• Ability to utilize reliable transportation to promptly report to the job assignment and other locations as required.
• Ability to occasionally lift or push up to 100 pounds and frequently lift or push up to 50 pounds.

Responsibilities

• Process and sort library materials accurately and efficiently, including returned materials, reserved items for delivery, expired reserved materials, and new materials as needed.
• Support the location’s customer service plan by greeting customers; answering basic reference and directional questions in person and through phone, email, and instant message; locating or retrieving materials; assisting with library technology; supporting the code of conduct; assisting with program preparation at the location and off-site; and sharing early literacy skills.
• Assist customers with library card accounts in person and through phone, email, and instant message, including processing applications, verifying account information, explaining and enforcing account rules, accepting payments, and ensuring account accuracy.
• Manage money at the location by balancing and reconciling cash drawers, checking receipts and records from money collection machines, preparing deposits, and completing reports.
• Resolve customer account disputes by interviewing customers, analyzing account information, communicating about the situation, and negotiating.
• Assist with location operations, including opening and closing procedures, locking and unlocking doors, ordering and maintaining supplies, maintaining public materials and bulletin boards and lost-and-found collections, keeping the location neat and inviting, creating daily task schedules, gathering and reporting statistics, and performing other clerical duties.
• Maintain the library collection by identifying and solving problems with materials, cleaning materials, processing withdrawn and donated materials, pulling materials for review by information staff, maintaining customer reserve shelves, and processing reports involving searches for materials.
• Provide one-on-one training on library technology to customers and staff, and may assist Information staff in classroom settings.
• Troubleshoot technology problems at the location and notify and coordinate with Information Technology staff as needed.
• Coordinate volunteer activities and orient volunteers and new staff to Customer Services Specialist tasks.
• Perform additional duties as assigned, including serving on task forces and committees.

Benefits

• Comprehensive medical, dental, and vision plans.
• Access to mental health resources and employee assistance programs.
• Paid time off and leave options.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment and savings plans.
• Voluntary and supplemental insurance plans.
• Eligible employer for Public Service Loan Forgiveness.

What This Job Offers

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