Customer Services Specialist ( 20/24 hr.) Dublin Branch
About The Position
As a Customer Services Specialist, you serve as a primary contact point for customers using the library. You help ensure a positive customer experience by determining customer needs, analyzing and solving problems, and directing customers to appropriate staff and resources. Specific responsibilities may vary by work location. This is a part-time, non-exempt position at the Dublin Branch, with a schedule that includes two Monday–Thursday closing shifts from 3:00–9:00 p.m. (Wednesday and Thursday preferred), alternating Friday/Saturday shifts from 9:00 a.m.–6:00 p.m., and Sunday shifts from 1:00–5:00 p.m. (2-in-5). The schedule will be finalized during the interview process. Starting pay is $18.01–$23.26 per hour, commensurate with experience.
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 use reliable transportation to report promptly to the job assignment and other locations as required.
Responsibilities
- Process and sort 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 on-site 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 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 resolving problems with materials, cleaning materials, processing withdrawn and donated materials, pulling materials for review by information staff, maintaining customer reserve shelves, and processing reports that require searching for materials.
- Provide one-on-one training on library technology to customers and staff and, as needed, 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 assigned duties, including serving on task forces and committees.
Benefits
- Robust benefits package supporting physical, mental, and financial well-being.
- Comprehensive medical, dental, and vision plans.
- Qualified employer for Public Service Loan Forgiveness.
- 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.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
