What are the responsibilities and job description for the Lead Customer Service Assistant position at Tulsa City-County Library?
Tulsa City County Library is looking for a Lead Customer Service Assistant to be the go-to expert for our Express services. This individual will lead the way in monitoring and servicing the book kiosk at designated location(s) and act as a person-in-charge for Central or other locations as assigned.
We're looking for someone who can be:
INTENTIONAL:
- Has good time management and communication skills
- Identifies needs related to circulation and collection management
TRANSPARENT:
- Can identify and trouble shoot basic diagnostics, escalating issues to IT as needed
- Tests the kiosks periodically to ensure funcionality
- Serves as Person In Charge, assisting customers and directing staff
AUTHENTIC:
- Communicates well across departments, vendors, IT, and other stakeholders
- Advocates for the success of the Express services
- Answers customer questions surrounding reference and reader's advisory
The Express Library Lead Customer Service Assistant (LCSA) will report to the Adult Services Manager, and will monitor, service, and troubleshoot book kiosks at the designated location(s). This position will proactively monitor circulation in the kiosk, check in/out materials at Central, load and deliver materials using a company vehicle, and fill and program the kiosk. Works cross functionally with collection management, IT, public service, and external stakeholders. When the kiosk is not in need of servicing, the LCSA will provide coverage and/or Person In Charge (PIC) duties for Central or other locations as assigned or required. This is a safety sensitive position.
Additional Responsibilities as the Express Lead include:
- Checks kiosk management console software for issues, and visits machine to investigate;
- Performs basic troubleshooting diagnostics by reviewing machine codes to resolve or escalate to IT:
- Reviews kiosk inventory regularly, and when level falls below 70% capacity, visits kiosk to restock;
- Selects variety of materials to restock with, and ensures books are placed for best visibility and selection;
- Tests kiosk functionality periodically by checking out and returning books in real time;
- Uses Sierra to check in materials sent from collection management, and removes items that are damaged or not circulating;
- Runs weeding and other collection reports from LibraryIQ to determine collection maintenance;
- Identifies needs related to keeping collection in good condition and escalates feedback timely (i.e. weather related challenges);
Additional responsibilities in Public Service include:
- Provides general information in person and by phone assisting customers in locating and discovering materials, connecting with available library services, or providing information about the library, referring reference questions to the appropriate resource;
- Answers customer questions surrounding reference and reader’s advisory;
- Participates in merchandising materials so they are appealing to customers;
- Assists customers with self-check-out machines by instructing how to charge, renew, and discharge library materials to/from customers;
- Registers customers by issuing and updating library cards;
- Sorts and routes returned materials to proper location and ensures that the library is neat and organized so customers can easily find what they need;
- Receives and records fines and lost materials information;
- Serves as PIC, and directs tasks of Customer Service Assistants, Shelvers and volunteers;
- Supports TCCL’s Equity, Diversity and Inclusion efforts, and the Library’s Be All In culture;
- Performs other duties as assigned.
Location: based at Central Library, 400 Civic Center
Salary: $16.25/hr.
Status: Part Time- 20 hrs/week
Schedule:
Monday - Friday: 9am - 1pm, with some flexibility to ensure that staffing at Central is covered and kiosks are filled in a timely manner
Qualifications
- Excellent communication and interpersonal skills with the ability to provide feedback to stakeholders at all levels;
- Demonstrated ability to work with minimal supervision;
- Displays good judgement and strong critical thinking skills;
- Solid attention to detail and good problem-solving skills;
- Ability to analyze data from various sources to track metrics used to make informed decisions;
- Knowledge of general library procedures, policies, and operations;
- Knowledge of circulation policies, processes and procedures;
- Ability to operate different types of equipment at the branch and initiative to learn, operate and troubleshoot Express Library kiosks;
- Must be flexible and adaptable in the type and location of work to be accomplished, in order to provide superior customer experiences, including evenings and weekends.
Education & Experience
- High school diploma or G.E.D. required;
- Some college level coursework preferred;
- One or more years of customer service experience required;
- Basic knowledge of Sierra functions preferred;
- Experience trouble shooting TCCL self-check machines preferred;
- Must have a valid driver’s license, and an acceptable driving record for use of company vehicle.
- If not already certified, must complete the TCCLU Lead CSA Certification Program (an in-house certification program) within 12 months of starting the position.
Physical Activity & Environmental Condition
- Work regularly requires kneeling, stooping, bending, pushing and pulling.
- Must be able to load/unload up to 30 pounds of books from a tote to a cart, and vice versa. Must be able to provide an initial push force of 70 pounds to a wheeled cart, and once rolling, push 35 pounds over potentially bumpy terrain.
- Express Library service work is conducted outdoors in various weather environments (e.g. heat, cold, rain, etc).
- Public Service work is typically conducted indoors with acceptable lighting, temperature and air conditions.
- Routine in-town travel is required frequently, at minimum twice a week or as needed to ensure kiosks are working as designed.
Salary : $16