Description

You are a member of a team that is the heart of the Miller Branch. A team that welcomes customers every day with a friendly smile and a wave. You create memorable experiences for customers who return again and again. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

You embrace and maintain an environment of inclusion, diversity, and respect. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that creates a more equitable and just society for all people.

We are seeking a highly motivated Customer Service Specialist to join our team! Candidates from traditionally underrepresented communities are encouraged to apply! We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off. Interested in joining our team?

Who You Are:

• You are empathetic
• You engage well with others and love getting to know those around you
• You are passionate about delivering an extraordinary customer experience
• You are a problem solver and lifelong learner
• You are energetic and inspire fun
• You are a great communicator and a patient listener
• You love a well-oiled machine

A position you will love:

• You enthusiastically welcome customers to the Miller Branch with a smile and provide a memorable customer experience
• You enjoy the time you spend at work, meeting new customers and issuing borrower cards
• You cheerfully check materials in and out, anticipating our customer's needs
• You are at home at the keyboard and are comfortable with helping customers at the copy center, or self-checkout
• You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone
• You are knowledgeable about our products, events, and services and enjoy sharing this information with customers
• You gracefully resolve customer issues, reconcile records, and are a natural with money
• You are eager to learn new things and processes
• You sort and return materials to designated locations within the system
• You take great care of the collection and participate in shelf reading
• You are reliable. You assist with open and closing of building
• You take ownership of your assigned projects within Customer Service Department
• You value your time with fellow staff attending staff meetings and training sessions
• You jump in where needed to perform other duties and special projects, as assigned
• You can be depended upon to maintain regular and predictable attendance
• You take pride in adhering to all policies and procedures

We are guided by these shared values

• Positions Howard County Library System (HCLS) as a major component of public education for all ages
• Effectively lives the Seven Pillars of HCLS' strategic plan (Authentic Values, Strategic Vocabulary, Everyone a Leader, Winning Teamwork, Community Partnerships, The Power of Us, and Fiercely Loyal Customers), motivating others to do so as well
• Fully embraces HCLS' educational mission, effectively communicating our curriculum, which comprises Three Pillars (Self-Directed Education, Research Assistance & Instruction, Instructive & Enlightening Experiences)

ESSENTIAL FUNCTIONS

• Registers customer information into database and issues borrower cards
• Checks materials in and out
• Resolves customer issues, and reconciles records as required
• Provides service to the public by answering customers' borrowing and directional inquiries in person and by telephone
• Collects, handles, and tabulates money
• Sorts and returns materials to designated locations within the system
• Participates in collection maintenance and shelf reading as assigned
• Participates in opening and assists with closing of building as assigned
• Responsible for assigned projects within Customer Service Department
• Includes duties related to events that fall outside HCLS operating hours
• Attends staff meetings and training sessions
• Performs other duties and special projects, as assigned
• Maintains regular and predictable attendance
• Adheres to all policies and procedures

Requirements

EDUCATION, EXPERIENCE AND SKILLS

• High School diploma or equivalency certificate
• People skills—ability to work effectively with others and enjoy it
• Exemplifies extraordinary customer service skills
• Demonstrated passion for working with a diverse public
• Ability to read, write, speak, and understand English effectively
• Ability to understand and retain detailed instructions
• Accurate keyboard skills
• Tech savvy – ability to use programs/processes such as the Internet, office applications, as well as other library related programs
• Ability to use a cash register
• Current valid driver’s license

PHYSICAL STANDARDS

• Job allows for variance in work routine, requiring considerable amounts of standing, walking, bending, reaching, pushing, pulling, and sitting
• Activity required, such as carrying bags or boxes of books or arranging rooms for events and classes
• Some driving required

ADDITIONAL DETAILS

• Full-time; 37.5 hours per week; Monday – Saturday, days, evenings, and weekends, alternating Fridays and Saturdays; maximum of two Sundays out of four
• Evenings and weekends also may be required for HCLS signature events
• Salary Range: $33,789 - $59,249/annually; Grade 3
• Position located at the Miller Branch
• Works under the supervision of the Customer Service Supervisor
• Applications accepted through Monday, January 29, 2024 at 4 PM

EEO STATEMENT

Howard County’s diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences.