Adult Customer Service Assistant at PORTAGE DISTRICT LIBRARY

Portage, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

17.6

Posted On

15 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Reference Services, Library Operations, Communication, Critical Thinking, Problem Solving, Teamwork, Community Engagement, Event Planning, Computer Skills, Attention to Detail, Confidentiality, Innovative Programming, Research Skills, Library Equipment Operation

Industry

Information Services

Description

Description Position: Adult Customer Service Assistant Job Type: Part-Time Status: Non-Exempt Range: From 17.60 Reports To: Head of Adult Services Supervises: None Job Summary: The Customer Service Assistant position performs highly technical work involving the delivery of library services to library patrons. Customer Service Assistants instruct and assist patrons in use of library materials, equipment, and computers. Incumbents will work within a team environment to provide an elevated level of customer service to patrons while working at the Information Desk. Customer Service Assistants may assist Librarians in the development and presentation of programs and activities that are specific for adults. The position requires the ability to work under demanding circumstances. The incumbent in this position is under the direct supervision of the Head of Adult Services. Essential Job Functions: Reference Service Promotes and provides basic to more complex reference services, including assistance with research of literature, library resources, recommending library materials, and answering reference questions from patrons. Performs computerized searches on in-house, local, regional, and national bibliographic and information databases utilizing various search strategies. Orients library patrons to the library and its services. Library Collection Assist in the delivery of new services to increase the use of the library collection and to add to the educational capabilities of the library. Provides circulation services, including educating and assisting patrons in the reservation of material and initiating interlibrary loan requests. Support collection managers with daily tasks including shelving and shelf reading, pulling outdated and damaged materials and inventory audits. Create visually appealing library displays to capture patrons’ attention. Support Innovation Assists in the preparation and presentation of innovative programming. Participate in the development and implementation of planning and visioning for the department. Customer Service Proactively seeks opportunities to provide friendly and helpful customer service to library users. Provides basic technical support for patrons PC issues, such as email, social media, Microsoft Office, and printing. Serves as front line staff in enforcing library policies and resolving patron conflicts. Community Engagement Aid in initiating and maintaining community contacts. Represent the library at local promotional events and activities. Support planning for library events. Compliance Operation Attends training courses and undertakes special training activities as directed. Leads in the opening and/or closing operations, including the startup or shutdown of equipment. Performs other duties as assigned. Requirements Knowledge, Skills & Abilities: Ability to write, retain, interpret, and apply policies and procedures. Possession of excellent critical thinking skills and the ability to make sound decisions. Clear communication to define problems, collect data, establish facts, and draw valid conclusions. Visual acuity and physical skills are necessary to retrieve library materials from shelves and storage areas, maintain library materials and operate equipment. Ability to push/pull fully loaded book carts and lift/carry materials weighing up to fifty pounds. Ability to answer basic to more complex reference questions, using library resources such as databases, books, and the internet. Hearing ability to answer telephone and patron inquiries. Excellent attention to detail. Ability to maintain confidentiality and use appropriate judgement in handling information and records. Ability to simplify complex processes to increase efficiency. Possessing computer skills is necessary to effectively access information using standard business applications and software, including email, web browsers and web applications, Microsoft Office, and Outlook. Experience operating a variety of library equipment including a computer, fax and copy machine. Ability to work independently. Ability to address and resolve or diffuse patron complaints equitably. Must be able to read, write and understand the English language. Ability to quickly learn innovative technologies and integrate them into daily tasks. Working Conditions: Work in a collaborative open-office environment with limited environmental distractions. Job requires walking, bending, stooping, and reaching. Requires the use of a video display monitor, keyboard, and mouse. Ability to sit, stand, and use computer for extended periods of time. Employees may interact with upset staff and /or public and private representatives in interpreting and enforcing library policies and procedures. The ability to lift and move up to thirty (30) pounds. Ability to push book trucks containing up to 150 pounds. Work hours may be varied, including daytime, evenings, and weekend hours. Education, Experience & Training: The job requires a High School Diploma or G.E.D. Certificate. Requires experience in a customer service setting. Experience in a library related setting. (Preferred). Experience with web technologies, social media, Windows PCs, and other technologies. Basic experience with mobile applications, online tools, and new and emerging technologies. Working knowledge and understanding of the principles, methods, and practices of public library operations, including search methods, reader advisory and reference interviews. Firm knowledge of the policies and procedures of Portage District Library. Knowledge of available circulating materials and basic reference sources. Working knowledge of public library computer hardware and software operations (e.g., on-line and CD-ROM databases) and how to access and search for them.

Responsibilities

The Adult Customer Service Assistant provides technical support and reference services to library patrons while promoting library resources. They assist in program development and maintain a high level of customer service at the Information Desk.