Outreach Customer Service 24 Hour
3 weeks ago
Classification: Clerical
Job Title: Outreach Customer Service
Reports To: Outreach Services Coordinator
Location: Main
Position Type: Non-Exempt
Grade: I
Job Purpose
Uses the Library's Customer Service Standards to create positive customer interactions and experiences on a daily basis.
Essential Responsibilities
Applies LPCPL's customer service standards (courtesy, professionalism, attitude, safety, quality)
Provides high quality customer service (answers customer questions, helps customers find library materials)
Handles materials (checks materials in and out; empties book returns; inspects, shelves & shifts materials; maintains orderly shelves)
Maintains customer accounts (sets up new customer accounts, makes changes to customer information, and reconciles customer accounts)
Assists Library staff with classes and programs presented to the community
Delivers a variety of library services to designated scheduled stops
Selects and delivers materials for outreach customers according to Library policy and procedures
Promotes library classes, events, and services to customers
Creates a safe and clean environment for customers and staff
Applies Code of Conduct policy consistently with all customers
Abides by established policies and procedures
Core Competencies
Customer Focus - primarily focused on customer needs; able to deliver high quality, value added services; constantly strives to find new ways to increase satisfaction and understanding, foster equitable services, and forge meaningful connections
Ethics, Values and Judgement - exercises best judgement, trustworthiness, and professional standards of conduct; consistently demonstrates accountability through behavior, character, and action
Job Knowledge - demonstrates proficiency in technical skills and/or knowledge in position-related areas; purposely keeps up with current developments and trends in areas of expertise
Courage and Integrity - tactfully provides direct and actionable feedback in a timely manner; is open and direct but not intimidating; deals head-on with people and problems even in the most difficult situations
Communicates Effectively - conveys ideas/information in a way that is clear, engaging, and suitable to the audience; main point of the message is apparent; listens more than speaks; responds appropriately
Decision Quality - makes decisions and solves problems; can deal adeptly with varied levels of complexity, ambiguity, and risk; takes responsibility and accepts ownership for decisions regardless of outcome; responds promptly and appropriately in crises situations
Drives for Results - focuses on results and desired outcomes and how best to achieve them; does not confuse effort with results; gets the job done
Values Diversity - seeks opportunities to learn about differences, acts inclusively and equitably, respects, values, and encourages the unique dimensions each employee and community member adds to the organization
Requirements
Position Requirements
You have a high school diploma or equivalent and specialized training applicable to position
You have a valid driver's license
You have previously worked in customer service for one year
You are comfortable and confident working in an environment with a variety of hardware devices and software products, and willingness to learn new technologies
You have cash handling experience using a cash drawer, register, and credit card machine
You welcome working with all people from your community
You are positive, adaptable, and forward thinking
You display appropriate demeanor at all times; this includes dress, body language, and facial expressions
You can organize materials alphabetically and numerically
You operate all library vehicles in a safe manner and comply with all federal, state, and local regulations for the safe operations of a motor vehicle
Physical Requirements/Work Environment
Environmental exposure: room temperature changes; noise levels that are low to moderate; exhaust fumes; materials returned in unfavorable conditions, may work around moving mechanical parts and outside weather conditions; may work in locations where access to restrooms is not readily available
Mobility: Frequently lifts and carries 10-50 pounds; occasionally pushes/pulls 50+ pounds using cart; frequently drives a variety of company vehicles to all locations and scheduled stops; occasionally sits to do work; occasionally stands, kneels, squats, bends, twists, grasps, and reaches above shoulders to move materials;
Vision abilities include: close, distance, color, peripheral vision, depth perception, and ability to adjust focus
Must be able to respond to fire alarms, warning sirens, and phone pagesLearn More
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