Customer Service Specialist

3 weeks ago

Columbia, United States Howard County Library System Full time
You are a member of a team that is the heart of the Central Branch. A team that welcomes customers every day with a friendly smile and a wave. You create memorable experiences for customers who return again and again. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

You embrace and maintain an environment of inclusion, diversity, and respect. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that creates a more equitable and just society for all people.

We are seeking a highly motivated Customer Service Specialist to join our team Candidates from traditionally underrepresented communities are encouraged to apply We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off. Interested in joining our team?

Who You Are:
  • You are empathetic
  • You engage well with others and love getting to know those around you
  • You are passionate about delivering an extraordinary customer experience
  • You are a problem solver and lifelong learner
  • You are energetic and inspire fun
  • You are a great communicator and a patient listener
  • You love a well-oiled machine

A position you will love:
  • You enthusiastically welcome customers to the Central Branch with a smile and provide a memorable customer experience
  • You enjoy the time you spend at work, meeting new customers and issuing borrower cards
  • You cheerfully check materials in and out, anticipating our customers needs
  • You are at home at the keyboard, and are comfortable with helping customers at the copy center, or self-check out
  • You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone
  • You are knowledgeable about our products, events and services and enjoy sharing this information with customers
  • You gracefully resolves customer issues, reconcile records and are a natural with money
  • You are eager to learn new things and processes
  • You sort and return materials to designated locations within the system
  • You take great care of the collection and participate in shelf reading
  • You are reliable. You assist with open and closing of building
  • You take ownership of your assigned projects within Customer Service Department
  • You value your time with fellow staff attending staff meetings and training sessions
  • You serve as a passport acceptance agent
  • You jump in where needed to perform other duties and special projects, as assigned
  • You can be depended upon to maintain regular and predictable attendance
  • You take pride in adhering to all policies and procedures

We are guided by these shared values:
  • Position Howard County Library System (HCLS) as a major component of public education for all ages
  • Contributes to achieving HCLS' racial and social equity goals. Please view the Brave Voices, Brave Choices initiative.
  • Effectively live the Seven Pillars of HCLS' strategic plan (Authentic Values, Strategic Vocabulary, Everyone a Leader, Winning Teamwork, Community Partnerships, The Power of Us, and Fiercely Loyal Customers), motivating others to do so as well
  • Fully embrace HCLS' educational mission, effectively communicating our curriculum, which comprises Three Pillars (Self-Directed Education, Research Assistance & Instruction, Instructive & Enlightening Experiences)

Requirements

Do you have what it takes?
  • High School diploma or equivalency certificate
  • People skills - ability to work effectively with staff and customers of various races and ethnicities and enjoy it
  • Exemplifies extraordinary customer service skills
  • Demonstrate a passion for working with a diverse public
  • Ability to read, write, speak, and understand English effectively
  • Ability to understand and retain detailed instructions
  • Accurate keyboard skills
  • Tech savvy - ability to use programs/processes such as the Internet, office applications, as well as other library related programs
  • Ability to use a cash register
  • Current valid driver's license

Your job will involve being on the move at work:
  • You need to stand, walk, bend, stoop, squat, reach, and push/pull carts
  • In addition, activity is required, such as carrying bags or boxes of books or arranging rooms for events and classes
  • Some driving required

Additional information:
  • Position currently located at the Central Branch
  • Works under the supervision of the Customer Service Supervisor
  • Grade 3; Salary range $17.67 - $30.99/hour
  • Part-time: 20 hours per week, Monday - Saturday, including two nights per week, alternating Fridays and Saturdays, and a maximum of three Sundays per month; evenings and weekends may be required for HCLS signature events
  • Position closes Friday, November 29, 4:00 PM.

EEO STATEMENT

Howard County's diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences.

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