Customer Services Specialist ( 20/24 hr.) New Albany Branch
About The Position
The Customer Services Specialist serves as a primary contact point for library customers, determining their needs, analyzing and solving problems, and directing them to appropriate staff and resources. Specific responsibilities may vary by work location. This is a part-time position at the New Albany Branch, scheduled Monday, Tuesday, and Wednesday from 5:00–9:00 p.m., Friday from 2:00–6:00 p.m., and Sunday from 1:00–5:00 p.m. as assigned one in every five weeks. The starting pay range is $18.01–$23.26 per hour, commensurate with experience. The role supports customer service, library operations, collection maintenance, account assistance, financial handling, and library technology. The employee also coordinates volunteer activities and orients volunteers and new staff to Customer Services Specialist tasks. The work environment includes offices, meeting and training rooms, libraries, residences, and commercial vehicles, with everyday risks or discomforts requiring normal safety precautions. Work may involve moderate outdoor weather conditions. The position requires occasional lifting or pushing of up to 100 pounds and frequent lifting or pushing of up to 50 pounds.
Requirements
- High school diploma or GED.
- Ability to express oneself effectively and concisely, orally and in writing.
- Knowledge of Internet and database services.
- Ability to operate library technology, including personal computers, email, software programs such as Windows/Microsoft Office, and other job-related equipment and systems.
- Ability to utilize reliable transportation to report promptly to job assignments 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 returned materials, reserved items for incoming and outgoing 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, or instant message; locating or retrieving materials; assisting with library technology; supporting the code of conduct; helping prepare programs at the location and off-site; and sharing early literacy skills.
- Assist customers with library card accounts, including processing applications, verifying 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 situations, and negotiating.
- Assist with location operations, including opening and closing, locking and unlocking doors, ordering and maintaining supplies, maintaining public materials and bulletin boards, managing lost and found collections, keeping the location orderly and inviting, creating daily task schedules, gathering and reporting statistics, and performing clerical duties.
- Maintain the library collection by identifying and resolving material problems, cleaning materials, processing withdrawn and donated materials, pulling materials for review, maintaining customer reserve shelves, and processing reports involving searches for materials.
- Train customers and staff one-on-one on library technology; potentially assist Information staff in classroom settings; troubleshoot technology problems; 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
- Robust benefits package supporting physical, mental, and financial well-being.
- 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.
- Employer is qualified for Public Service Loan Forgiveness.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
