Customer Services Specialist ( 40 hr.) Northern Lights Branch
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 at the Northern Lights Branch. The starting pay range is $18.01–$23.26 hourly, commensurate with experience. The schedule includes Monday, Wednesday, and Thursday from 9:00 a.m. to 5:30 p.m.; Tuesday from 11:30 a.m. to 8:00 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. Columbus Metropolitan Library offers medical, dental, and vision plans; 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; and voluntary and supplemental insurance plans. It is also a qualified employer for Public Service Loan Forgiveness.
Requirements
- High school diploma or G.E.D.
- 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 promptly report to the job assignment and other locations as required.
Responsibilities
- Process and sort returned materials, reserved items for incoming and outgoing delivery, expired reserved materials, and new materials accurately and efficiently.
- 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 account information, explaining and enforcing account rules, accepting payments, and ensuring account accuracy.
- Manage money at the location, including 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, 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 completing clerical duties.
- Maintain the library collection by identifying and resolving material problems, cleaning materials, processing withdrawn and donated materials, pulling materials for review based on condition, age, and frequency of use, maintaining customer reserve shelves, and processing reports that involve searching for materials.
- Provide one-on-one training on library technology to customers and staff and troubleshoot technology problems at the location, coordinating 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
- Comprehensive medical, dental, and vision plans.
- Access to mental health resources and employee assistance programs.
- Generous 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.
- Qualified employer for Public Service Loan Forgiveness.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
