Information Services Specialist

4 weeks ago

Aurora, United States Arapahoe Libraries Full time

Title: INFORMATION SERVICES SPECIALIST (Call Center) Spanish speakingLocation: Koelbel Library, 5955 S. Holly Street, Centennial, CO 80121 (Must live in Colorado)Reports to: Supervisor of ALD AnswersFLSA Status: Non - Exempt, part-time 20 hours per weekPay Rate: $19.10 - $23.20Purpose: Assists patrons in the use of the library through telephone, chat and email communications.Essential Duties and Responsibilities: 70% PATRON AND STAFF ASSISTANCE Provides proactive assistance, account maintenance, and advisory services for patrons.Helps staff and patrons with general reference and tech assistance.Listens to patron feedback and shares through appropriate channels.Provides handoff to various other specialists when appropriate.Responds to patron requests generated from the website.Promotes and supports library services, programs and offerings.Assists staff and patrons with reserving rooms and resources.Ability to explain and embody privacy issues and concepts of Intellectual Freedom.Connects patrons with other library staff as needed for intermediate and advanced technology needs. 30% ADMINISTRATIONApproves room reservation requests.Keeps current on library resources, trends, technology, and offerings.Keeps up to date on internal communication and information to effectively assist others.Takes initiative to consistently update skills to effectively assist patrons. Promotes positive relationships with co-workers and collaborates with others to meet the needs of the staff and patrons. Deletes patron accounts upon request.Creates new library card accounts.Blocks patron accounts for any returned mail.Provides ongoing and regular feedback and observations to the supervisor. Performs other related duties as assigned and requestedMinimum Qualifications:High school diploma or GED equivalent.One year of customer service or library experience.Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the District, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.Intermediate technology skills for Windows, Word, Excel, Outlook and Office 365.Ability to communicate new ideas, products and services in a positive and engaging manner.Strong problem solving and troubleshooting skills, including technology.Ability to focus on the customer, show integrity, be inclusive. Proven success working with varying demographics.Ability to work varying shifts, including evenings and weekends.Ability to exercise confidence and excitement in the vast technological and online resources the Library District has available.Preferred Qualifications:One year of call center or related experience. Knowledge of eBooks and online databases.Knowledge of integrated library systems.Work Environment:This is a hybrid work-from-home/offsite position. The majority of the work is performed in a home or indoor office environment.Travel to various Library District locations and communicate with patrons and staff as needed.Physical Activities:Physical activities required to perform essential duties include:Ability to be sedentary (sitting/standing at a desk) 100% of the time. The position requires 100% of the time is spent on a computer in a typing environment.This job description describes the general level of work being performed and is not necessarily an all-inclusive list of job-related responsibilities, duties or aspects associated with the job, and may be amended anytime based on business need. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.Inclusion and diversity are part of our values at Arapahoe Libraries. Qualified applicants who represent the diversities of the communities we serve are encouraged to apply.

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