What are the responsibilities and job description for the Customer Service Representative I - Library Assistant - Elsie Quirk Library (Full Time) - R14123 position at Sarasota County Government?
Department
Libraries & Historical Resources
About Our Job
The Library Assistant (LA) establishes a high-level of customer service by positively interacting with citizens as well as internal customers and co-workers. As a direct point of contact for customers, the LA welcomes library patrons, performs basic service requests and resolves routine questions. As a team member, the LA clearly understands when to refer customers to a specialist, professional or manager to successfully meet a need or complete a request. The LA plays a significant role in guiding library volunteers and in the presentation and maintenance of the library collection. All employees are expected to work together to create a positive library environment and a learning culture. All employees will contribute to both setting and achieving goals as a section, library and system.
Job Description
Customer Service Skills and Responsibilities:
Demonstrates positive customer service skills: courteous, sensitive, tactful, with rapport & discretion.
Communicates well with others. Is a good listener. Speaks clearly and distinctly.
Works well as a team to effectively solve problems and resolve conflicts. Supports and respects diversity.
Demonstrates good judgement and intuition. Demonstrates ability to handle all types of customers and/or situations.
Is open, sincere, honest and responsible. Is inquisitive, creative and eager to continue learning.
Implements standards of service that ensure the prompt and efficient resolution of each inquiry.
Provides assistance at all library locations and stations including Circulation, Information Reference, Youth and Young Adult services. Assists users in locating, selecting, and using resources.
Assists library users in person, by phone, or electronically, answering questions, and /or redirecting questions to the appropriate person. Provides directional and services related information to users.
Represents Sarasota County to library users. Communicates library/county use policies and procedures to users. Is aware of County and library services and programs in order to better inform users.
Possesses technical knowledge of phone, computer and library-related equipment and the ability to assist users.
Contributes to the development of section policies, procedures, and plans of service including process improvements. Participates in planning, presentation, and evaluation of library sponsored programs.
May facilitate in the setup of program rooms, materials, and equipment for public, library, and county events.
Attends annual cash management training and is competent in all areas of business unit cash management.
Administration
Assists in materials checkout/check-in, retrieves and process reserves, billing and missing items processes as needed and other circulation duties including issuing and renewing library cards.
Assists in cash management duties such as collecting fines, fees, and Unique Management collections, including such duties as daily shift, drawer counts, and deposits as needed.
Gathers statistical information as required and reports on a timely basis.
Assists in sorting and processing mail, as needed.
Performs routine equipment cleaning and maintenance.
Collection Development/Maintenance
Sorts and shelves materials and maintains an orderly arrangement of materials.
Assists in operation and basic troubleshooting of automated materials check-in, emptying and swapping materials bins, and routine maintenance.
Monitors physical condition of materials and recommends repair or de-selection.
Promotes the collection and services through displays and other methods.
Staff Development
Participates in cross training in other sections and aids in cross training in their section. Seeks opportunities for continuing development of self and others.
Trains, directs, and supervises volunteers as needed. Encourages volunteers to use individual talents.
Keeps abreast of developments, new trends, and innovations in libraries.
Work Hours: MUST be Flexible to work between 8:00 a.m. to 8:00 p.m. Work schedules may vary due to split shifts, rotations, on-call, emergencies, etc.: Employee may be re-assigned to a different work location (other than original assignment) within the library system to meet changing service needs. Expected to participate in all hours of operation including daytime, evening and weekend hours, as well as hours at other locations.
About You
Minimum Qualifications: A High School Diploma or equivalent and one-year experience in public contact customer service work and proficiency in computer related to public response.
Preferred Qualifications: Customer service experience working in libraries or similar settings. Spanish language preferred.
Job Competencies: Demonstrates customer service skills, courteous, sensitive, and tactful, with rapport and discretion. Ability to manage challenging customer service situations. Speaks clearly and distinctly. Supports and respects diversity. Good listener who communicates well with others and demonstrates openness, sincerity and honesty. Enjoys reading and using materials commonly found in libraries and helping others of all ages enjoy and use library resources. Technical knowledge of phone and computer hardware/software is required. Ability to use standard computers, software and business equipment.
Physical Demands: Must occasionally lift and/or move up to 50 pounds.
Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment in any class for a period of five (5) years.
About Everything Else
Pay: Starting pay is $13.00/hour. Pay is negotiable, up to $15.15/hour, for candidates with library experience.
This Posting is currently Open Until Filled
Libraries & Historical Resources
About Our Job
The Library Assistant (LA) establishes a high-level of customer service by positively interacting with citizens as well as internal customers and co-workers. As a direct point of contact for customers, the LA welcomes library patrons, performs basic service requests and resolves routine questions. As a team member, the LA clearly understands when to refer customers to a specialist, professional or manager to successfully meet a need or complete a request. The LA plays a significant role in guiding library volunteers and in the presentation and maintenance of the library collection. All employees are expected to work together to create a positive library environment and a learning culture. All employees will contribute to both setting and achieving goals as a section, library and system.
Job Description
Customer Service Skills and Responsibilities:
Demonstrates positive customer service skills: courteous, sensitive, tactful, with rapport & discretion.
Communicates well with others. Is a good listener. Speaks clearly and distinctly.
Works well as a team to effectively solve problems and resolve conflicts. Supports and respects diversity.
Demonstrates good judgement and intuition. Demonstrates ability to handle all types of customers and/or situations.
Is open, sincere, honest and responsible. Is inquisitive, creative and eager to continue learning.
Implements standards of service that ensure the prompt and efficient resolution of each inquiry.
Provides assistance at all library locations and stations including Circulation, Information Reference, Youth and Young Adult services. Assists users in locating, selecting, and using resources.
Assists library users in person, by phone, or electronically, answering questions, and /or redirecting questions to the appropriate person. Provides directional and services related information to users.
Represents Sarasota County to library users. Communicates library/county use policies and procedures to users. Is aware of County and library services and programs in order to better inform users.
Possesses technical knowledge of phone, computer and library-related equipment and the ability to assist users.
Contributes to the development of section policies, procedures, and plans of service including process improvements. Participates in planning, presentation, and evaluation of library sponsored programs.
May facilitate in the setup of program rooms, materials, and equipment for public, library, and county events.
Attends annual cash management training and is competent in all areas of business unit cash management.
Administration
Assists in materials checkout/check-in, retrieves and process reserves, billing and missing items processes as needed and other circulation duties including issuing and renewing library cards.
Assists in cash management duties such as collecting fines, fees, and Unique Management collections, including such duties as daily shift, drawer counts, and deposits as needed.
Gathers statistical information as required and reports on a timely basis.
Assists in sorting and processing mail, as needed.
Performs routine equipment cleaning and maintenance.
Collection Development/Maintenance
Sorts and shelves materials and maintains an orderly arrangement of materials.
Assists in operation and basic troubleshooting of automated materials check-in, emptying and swapping materials bins, and routine maintenance.
Monitors physical condition of materials and recommends repair or de-selection.
Promotes the collection and services through displays and other methods.
Staff Development
Participates in cross training in other sections and aids in cross training in their section. Seeks opportunities for continuing development of self and others.
Trains, directs, and supervises volunteers as needed. Encourages volunteers to use individual talents.
Keeps abreast of developments, new trends, and innovations in libraries.
Work Hours: MUST be Flexible to work between 8:00 a.m. to 8:00 p.m. Work schedules may vary due to split shifts, rotations, on-call, emergencies, etc.: Employee may be re-assigned to a different work location (other than original assignment) within the library system to meet changing service needs. Expected to participate in all hours of operation including daytime, evening and weekend hours, as well as hours at other locations.
About You
Minimum Qualifications: A High School Diploma or equivalent and one-year experience in public contact customer service work and proficiency in computer related to public response.
Preferred Qualifications: Customer service experience working in libraries or similar settings. Spanish language preferred.
Job Competencies: Demonstrates customer service skills, courteous, sensitive, and tactful, with rapport and discretion. Ability to manage challenging customer service situations. Speaks clearly and distinctly. Supports and respects diversity. Good listener who communicates well with others and demonstrates openness, sincerity and honesty. Enjoys reading and using materials commonly found in libraries and helping others of all ages enjoy and use library resources. Technical knowledge of phone and computer hardware/software is required. Ability to use standard computers, software and business equipment.
Physical Demands: Must occasionally lift and/or move up to 50 pounds.
Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment in any class for a period of five (5) years.
About Everything Else
Pay: Starting pay is $13.00/hour. Pay is negotiable, up to $15.15/hour, for candidates with library experience.
This Posting is currently Open Until Filled
Salary : $13 - $15
