Library – Customer Service Specialist

The Customer Service Specialist serves as the primary point of contact for all patrons visiting the Technology Library, managing front desk operations while providing knowledgeable, welcoming, and efficient service.

This position bridges traditional library customer service with the unique demands of a technology-rich public facility, assisting patrons in navigating resources, scheduling equipment and program reservations, offering orientation to available technologies, and supporting basic technology questions. Customer Service Specialists set the tone for every patron experience and ensure that all community members — regardless of prior technology experience — feel welcomed, empowered, and well-served.

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Greets all patrons promptly and warmly upon arrival; consistently project a welcoming, professional, and inclusive demeanor that reflects the library's commitment to equitable public access.
• Manages all front desk operations, including patron registration, library card issuance, account creation and maintenance, and database record updates using the library management system.
• Processes equipment reservations, program registrations, and bookings for simulator sessions, telehealth rooms, and makerspace equipment; manages reservation calendars and communicates availability to patrons in person, by telephone, and via email.
• Provides orientation to new patrons, clearly describing the library's technology offerings, usage policies, safety guidelines, reservation procedures, and program schedules.
• Responds to patron inquiries — in person, by telephone, and electronically — regarding programs, equipment availability, fees, library policies, and relevant community resources.
• Assists patrons with basic technology needs at public workstations, including internet navigation, document printing and scanning, email access, online form completion, and general computer use.
• Introduces patrons to digital library resources including electronic databases, e-books and digital media, online job search tools, government services portals, and telehealth navigation resources.
• Performs circulation functions including check-in and check-out of equipment, peripherals, and materials; process holds, renewals, and overdue notices.
• Collects and processes program fees, equipment deposits, and printing charges in accordance with county cash-handling policies; provide receipts and maintain accurate transaction logs.
• Maintains the cleanliness, organization, and professional appearance of the front desk area, lobby, and patron-facing public spaces throughout each shift.
• Monitors patron activity in public and lobby areas; enforce library policies respectfully and consistently; escalates concerns, conflicts, or incidents to the Manager or designated supervisor.
• Assists patrons with disabilities in accessing library services, technology, and physical spaces in compliance with ADA requirements.
• Maintains and updates patron-facing marketing and informational materials, bulletin boards, program flyers, and digital signage.
• Completes opening and closing procedures as assigned, including securing the facility, powering down patron equipment, and completing shift logs.
• Compiles and records patron visit, equipment usage, and program registration statistics as required for reporting purposes.
• Refers patrons to Technician/Instructors, the Technical Lab Lead, the Library Manager, or external community resources when patron needs exceed the scope of front desk service.
• Performs other duties as assigned/necessary which are related, or logical in assignment to the position.

MINIMUM QUALIFICATIONS

Education: High School Diploma or GED equivalent required. Associate's Degree in Library Technology, Information Services, Business, Public Administration, or a related field preferred.

Experience: Two (2) years’ customer service experience in a public-facing or service-oriented environment. Demonstrated comfort and proficiency working with computers, the internet, email, and standard office software. Demonstrated ability to interact effectively and respectfully with people of diverse ages, backgrounds, and technology skill levels. Some experience working in a public library, school library, community technology center, or customer-facing technology environment preferred.

Miscellaneous:

• Must possess and maintain a valid Florida Driver’s License.
• Ability to work a flexible schedule including evenings and weekends as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to assist with leading in a complex, technology driven environment.
• Knowledge of customer service principles and best practices in a public-facing service environment.
• General familiarity with public library services, operations, and terminology.
• Sufficient general knowledge of the library's technology offerings — 3-D printing, laser cutting, VR, simulators, telehealth, and AI instruction — to describe, promote, and direct patrons appropriately (in-depth technical knowledge not required; comprehensive on-the-job orientation provided).
• Basic knowledge of computers, internet navigation, and standard productivity software sufficient to assist patrons at public workstations.
• Understanding of library patron confidentiality requirements and applicable privacy policies.
• Familiarity with cash-handling procedures, point-of-sale processing, and reconciliation practices.
• Excellent customer service skills; ability to engage warmly and professionally with patrons of all ages, cultural backgrounds, language abilities, and technology experience levels.
• Clear and effective written and verbal communication skills, including active listening, plain-language explanation of policies and procedures, and professional telephone and email etiquette.
• Proficiency with standard office productivity software (Microsoft Office or equivalent), email, and web-based applications.
• Ability to remain patient, positive, and solution-oriented when assisting patrons with limited technology experience, communication barriers, or challenging situations.
• Ability to manage a high-volume service desk, balance competing patron needs simultaneously, and maintain composure and professionalism during peak periods.
• Ability to exercise sound, consistent judgment in applying and explaining library policies respectfully.
• Ability to maintain strict confidentiality with respect to patron records, account information, and program participation.
• Ability to communicate effectively with patrons who have limited English proficiency, hearing impairments, or other communication differences.

PHYSICAL DEMAND REQUIREMENTS

• Frequent (up to 2/3 of the work time) lifting, carrying up to 10 pounds
• If less lifting is involved will require significant walking/standing
• If mostly sitting is involved will require push/pull on arm or leg controls
• Expressing or exchanging ideas by spoken words or perceiving sound by ear.
• Good eyesight for production or safety of self and others.
• Physical agility is required in kneeling, bending, stooping, and reaching.
• Required to have clear vision at distances of 20 inches or less.

BENEFITS:

• Health Care Plan (Medical, Dental, and Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Tuition Assistance
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Full Time, Non-Exempt position