Customer Services Assistant-95th Street Library

POSITION SUMMARY

The Customer Services Assistant assists customers at the public desk in all areas of Library services, providing consistent, accurate, and timely handling of Library materials for circulation. Provides quality customer service and collaborates with staff to resolve circulation related issues. Contributes to the general order and care of facilities and Library materials.

R ESPONSIBILITIES

Upholds the highest standards of customer service with polite, helpful, and efficient interactions with vendors, customers, and staff.

Performs customer service activities for the library , including issu ance of library cards, processes and routes materials and collec ts fees , processes Library ’s & LINKin expired H olds, and shelf reads.

Responds to customer requests promptly and courteously referring difficult or unusual requests to the appropriate Library staff with discretion.

A ssists customers with use of L ibrary equipment, print resources, technology, and online resources .

T roubleshoots basic problems with self-check machines, phones, and other departmental equipment .

Ensures the quality of the collection material by reviewing materials , processing lost material and routing damaged items to the appropriate department .

Facilitates communication concerning building issues with the Facilities Department and Library management.

Answers and responds to phone inquiries and/ or routes call s to appropriate department .

Processes and completes curbside service .

Processes I nter-Library Loan (ILL) items and communicates with ILL customers.

Inspects and records safety of credit card machines, according to PCI guidelines.

Handles and records lost and found materials according to guidelines.

Makes announcements over the public address system as needed.

Accepts and reviews used material donations , a ccording to guid elines. Maintains Used Book Sale section.

Collaborates on programs/projects with other staff , occasionally at other locations .

Assists with paging list fulfillment , including pulling, processing , and shelving H olds.

Monitors and maintains order in the public areas to ensure a welcoming environment for customers .

Assists and completes department al statistics and reports.

Attends and assists with Outreach Library events.

May periodically serve as Person In Charge (PIC), providing support for employees, customers, and facility issues.

Attends professional development opportunities.

KNOWLEDGE/SKILLS/ABILITIES

Demonstrate strong written, verbal communication and interpersonal skills working effectively with diverse cultures, interpersonal styles, abilities, and backgrounds.

Demonstrates exceptional customer service, providing quality assistance to vendors, customers and staff.

Keeps current in relevant technology, uses computer software programs such as Microsoft Office and Outlook and common office equipment to complete tasks/assignments.

Uses problem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.

Uses computer software and common office equipment to complete tasks , keeps current with relevant technology .

Service oriented, provides quality customer assistance; establishes and maintains effective relationships with customers and staff.

Maintains confidentiality , professionalism, and discretion in situations.

Possesses strong technical skills. Familiar with a range of hardware and software technologies.

Strong organizational and time management abilities. C omplet e assignments and projects in a timely manner .

Demonstrates appropriate money management responsibilities .

Responsive to change and demonstrates adaptability.

Takes responsibility for consistent completion and follow-up on all tasks.

Maintains a positive approach while tasking in adverse situations.

Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

EDUCATION / EXPERIENCE / QUALIFICATIONS

High school d iploma or equivalent .

Minimum two year s of customer service experience .

Bilingual proficiency a plus .

PHYSICAL DEMANDS/WORK ENVIRONMENT

Communicate with staff and customers in person , via email and over the phone .

May require either being in a stationary position or moving about for prolonged periods .

Moves equipment or library materials weighing up to 35 lbs .

Must have reliable means of transportation to attend meetings, conferences, and perform work in other locations .

BENEFITS

The benefits for this position include:

Annual Vacation Accrual: 2 weeks per year

Holidays: 7 days per year

Annual Sick Accrual: 12 days per year

Up to 5 Personal Days per calendar year prorated based on the hire date

Illinois Municipal Retirement Fund (Pension Plan)

12 weeks paid parental leave

Training and development opportunities

WORK SCHEDULE

Monday 5 p.m. - 9 p.m.

Tuesday 12:30 p.m. - 4:30 p.m.

Wednesday OFF

Thursday 12:30 p.m. - 4:30 p.m.

1 Fri/mo. (2) 12:30 p.m. - 4:30 p.m.

1 Fri/mo. (4) 5 p.m. - 9 p.m.

1 weekend/mo. (Fri, Sat & Sun).

Friday (1) 1 p.m. - 5 p.m.

Saturday (1) 8:30 a.m. - 5 p.m.

&

Sunday (1) 1 p.m. - 5 p.m.

1 weekend/mo. (Sat & Sun)

Sat & Sun (3) 1 p.m. - 5 p.m.

To learn more about us, go to https://www.naperville-lib.org/jobs and Diversity, Equity & Inclusion | Naperville Public Library, IL (naperville-lib.org)