Customer Services Specialist – LHG (40hrs.) Main Library

Columbus Metropolitan Library • Columbus, 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, ensuring a positive customer experience by determining customer needs, analyzing, and solving problems, and directing customers to appropriate staff and resources. This position is in the Local History & Genealogy division and involves digitization and processing of historical materials.

Requirements

• High School Diploma or G.E.D required.
• Experience working with the public in a customer service environment preferred.
• Ability to learn new technology quickly and adapt to changing technical processes.
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• 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.

Nice To Haves

• Experience working with the public in a customer service environment preferred.

Responsibilities

• Supports the customer service plan at Main and branches by proactively greeting customers; answering basic reference and directional questions in person, over the phone, by e-mail, instant message, etc.; locating or retrieving materials for customers; assisting customers with library technology; supporting the code of conduct; assisting location staff with program preparation at the location and off-site; and sharing early literacy skills with customers.
• Operates a variety of digital imaging equipment and software. Edits images for quality, content, and completeness.
• Provides training on microfilm machines and basic reference for microfilm collections to customers and staff. Prepares materials for microfilming.
• Assists with archive processing by rehousing, inventorying, labeling, and tracking archival collections. 5. Assists customers with library card accounts in person, over the phone, by e-mail, instant message, etc., including processing account applications, verifying account information, informing customers of, and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• 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.
• Manages money at the location, including balancing and reconciling cash drawers, checking receipts and records from various money collection machines, preparing deposits, completing reports, etc.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Assists with location operations including opening and closing procedures; unlocking or locking of doors; ordering and maintaining location supplies; maintaining public materials and bulletin boards; maintaining location lost and found collections; ensuring that the location is neat, orderly, appealing and inviting to customers and staff; creating daily task schedules; gathering and reporting statistical data and other clerical duties as assigned.
• Maintains library collection by identifying and solving problems with library materials; performing cleaning of library materials; processing withdrawn and donated materials; pulling materials from the shelves for review by information staff based on criteria such as condition, age, and frequency of use; maintaining customer reserve shelves; and processing various reports which involve searching for library materials.
• Provides training on library technology to customers and staff one-on-one; may assist Information staff in classroom settings. Responsible for trouble shooting technology problems at the location, notifying, and coordinating with Information Technology staff as needed.
• Coordinates volunteer activities, and orients volunteers and new staff to Customer Services Specialist tasks.
• 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