Job Description
The Customer Service Representative is a non-exempt position which reports to the Circulation Manager and involves extensive contact with the public. The Customer Service Representative charges and discharges library materials in accordance with established library policies and procedures; greets and directs library patrons; processes new patron accounts and handles established accounts, including collecting fees and recording monetary transactions, and fields in-person and telephone informational and directional questions from patrons and the community.
Responsibilities include but are not limited to:
- Assisting patrons with a variety of services through a seamless and friendly experience by performing procedures related to circulation of materials including checking out and renewing materials, replacing holds, collecting fees, registering borrowers, explaining policies and procedures and granting exceptions when appropriate;
- Answering patron questions within scope of knowledge and referring to other staff as appropriate;
- Contacting patrons for lost & found, missing, and damaged materials, overdue library materials etc. as assigned;
- Preparing and processing overdue notices and other notices;
- Encouraging and promoting a culture of excellent customer service;
- Ensuring the security and privacy of patron information;
- Generating and processing patron and circulation reports as assigned;
- Routing patrons and telephone calls to appropriate destinations;
- Maintaining an accurate and up-to-date patron database;
- Maintaining department supplies as assigned;
- Participating in special projects when assigned;
- Assisting with enforcing library policies for patron behavior; participating in disaster and emergency procedures, responding to materials theft detection system and other alarms; completing Incident Reports and calls to police or other official assistance, when necessary;
- Attending, virtually or in-person, seminars, conferences, workshops, classes and/or webinars to enhance and maintain knowledge of trends and developments in library services;
- Assisting with community events;
- Demonstrating continuous effort to improve operations, decrease turnaround times and streamline work processes;
- Traveling to offsite materials returns, retrieving and checking in materials from offsite returns.
Knowledge, Skills and Abilities
- Excellent verbal, written and interpersonal skills and ability to develop and maintain positive relations with patrons, department team members, other staff, Library management and Board members;
- Ability to prioritize multiple tasks in a fast-paced environment;
- Strong attention to detail;
- Ability to handle confidential information with integrity;
- Ability to handle multiple activities or interruptions at once and to work positively and effectively within a team model;
- Ability to operate office equipment and technology including computers, various software platforms, printers, copiers, etc.
Education and Experience
- High School diploma, GED or equivalent experience preferred;
- Strong computer skills required;
- 1-2 years’ experience of customer service or other office work preferred.
