Customer Service Specialist PT

JOB SUMMARY

Performs a variety of clerical and technical work that supports the delivery of library services. Works independently, and as part of a team, using established procedures.

SUPERVISION RECEIVED AND EXERCISED

• Receives direct supervision from Customer Service Coordinator and higher-level supervisory positions.
• May exercise functional and technical supervision over volunteers in the absence of higher-level supervisory positions.

ESSENTIAL AND MARGINAL FUNCTIONS

• Essential and marginal functions and responsibilities may include, but are not limited to the following:

Essential Functions:

• Provides excellent library customer service by assisting with circulation, ready reference, readers’ advisory, library downloadable content, computer assistance, and general library service and information questions.
• Works at public services desks as assigned; assists customers in locating materials and sources of information; instructs customers in library usage.
• Instructs and assists library users in use of technology, devices, electronic resources and other library materials and computer programs; troubleshoots and maintains various pieces of equipment; monitors public computers.
• Checks library materials in and out; renews items; registers customers for library accounts; collects fines and paid items; processes refunds in an automated library circulation environment.
• Uses point of sale software; counts down and balances cash drawer daily; verifies cash drawer balances of other staff; prepares deposit, as assigned.
• Responds to customer inquiries, in person and over the phone; answers all incoming calls and routes appropriately; answers directional and simple reference questions.
• Sorts and shelves library materials, checks for needed materials on shelves and maintains order of shelves; processes and repairs library materials.
• Maintains orderly appearance of library premises, may assist with book displays.
• Receives and processes courier items or bins; collects materials from book drop.
• Places holds for customers; handles requests for materials from other libraries and requests for purchase.
• Enters, modifies, and deletes data in library material and customer accounts.
• Informs library customers of library policy.
• Responsible for scheduling and reservations of study rooms.

Marginal Functions:

• May assist in training volunteers.
• Consults on automated program issues and assists testing these and upgrades in an automated test environment.
• Maintains supplies and forms; request replacements. Processes funds from pay for print station.
• Participates in library opening and closing procedures.
• May participate in community events to inform citizens about district/library services and programs.
• Attends meetings; may participate in committee service and special events. Promotes library services and programs. Performs related duties as assigned.
• May be required to drive personal or library vehicle on library business.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Basic public library operations and organization.
• Modern office methods, practices and procedures.

Skill in:

• Keyboarding at a level necessary for successful job performance.
• Computer applications such as word processing, spreadsheets, presentation and databases.

Ability to:

• Demonstrate excellent customer service.
• Provide readers’ advisory and simple reference services for library users.
• Learn various library computer procedures, specialized software applications, and operate library computer equipment.
• Instruct library users and volunteers how to use library services, products and equipment.
• Work with the public and staff effectively and efficiently, including handling difficult or dissatisfied people.
• Communicate effectively in English, both verbally and in writing.
• Sort and file alpha numerically and perform basic math computations.
• Work a varied schedule, which may change periodically, including weekends and evenings, may work in other libraries as needed.
• Work well with a wide variety of people and adapt to changes within the organization as they may occur.
• Use initiative and judgment in a wide variety of situations.
• Work under pressure in a busy atmosphere.

QUALIFICATIONS

• High school graduate or other equivalent. Two (2) years of college level course work (40 college credits) or two (2) years library experience preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Public desk service in a central area with a high volume of public contact, handling multiple tasks with frequent interruptions.
• Normal physical activity including standing or sitting for extended periods, walking, bending, lifting up to 50 pounds, and pushing/pulling up to 150 pounds, upon occasion.
• Keyboarding and working at a computer monitor required.
• Phone usage, reading, speaking, and listening required.
• Interaction with library users may include stressful situations related to enforcing library polices or resolving problems.

High school graduate or other equivalent. Two (2) years of college level course work (40 college credits) or two (2) years library experience preferred.

Applications accepted through January 2, 2026.