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Customer Service Assistant

2 months ago

Novi, United States Novi Public Library Full time
CUSTOMER SERVICE ASSISTANT

REPORTS TO: Youth and Teen Services Supervisor

PRIMARY DUTIES & RESPONSIBILITIES:
  1. Greets and assists library patrons. Provides basic tours, information and directions in the library. Refers patron queries and issues beyond their scope of authority to the appropriate staff. Assists staff with difficult patron interactions.
  2. Enforces Library policies relevant to public use using a polite and professional approach.
  3. Responds to emergencies and provides support, as needed; acts quickly, exercising good judgment. Writes detailed, clear and concise incident reports and documents evictions. Monitors building and grounds ensuring patron safety and building security. Maintains security during open hours and before/after our events.
  4. Interacts with Teen Space staff and teen patrons to ensure proper use of the Teen Space, Cafe and Library based on the Patron Behavior Policy. Serves as backup for Teen Space coverage; monitors teenagers (7th-12th grades) in Teen Space program during the school year, including building relationships with teens, enforcing Library policies and assisting with difficult teen interactions.
  5. Facilitates set-up/take-down of meeting rooms and equipment for various in-house and public programs. Maintains flexibility in work schedule to accommodate events held outside of normal Library hours.
OTHER DUTIES & RESPONSIBILITIES:
  1. Ability to adapt and respond to multiple priorities, interruptions and demands, and resolve problem situations in a positive manner.
  2. Work positively and collaboratively across departments to accomplish department goals.
  3. Communicate effectively with patrons and colleagues.
  4. Seek professional continuing education and learning with a focus on keeping services current and appropriate for patrons.
  5. Serve on committee and participate in initiatives as assigned.
  6. Perform other duties as assigned.
JOB QUALIFICATIONS:
  1. High School diploma or equivalent; Associate's Degree preferred.
  2. Customer service and security experience preferred.
  3. Dedication to providing positive customer service.
  4. Confidence and ability to diffuse difficult patron interactions in a positive manner.
  5. Punctual, dependable, enthusiastic, positive, friendly, approachable and self-motivated.
  6. Excellent verbal, written, and interpersonal communication skills.
  7. Knowledge of internet and computer related technology, including MS Office.
  8. Strong obligation to confidentiality.
  9. Values diversity in the workplace and in the community.
  10. Ability to speak multiple languages helpful.
  11. May require a valid Michigan driver's license based on assignment.
WORKING ENVIRONMENT:
  1. Physical mobility, vision, hearing and manual dexterity essential.
  2. Maintain physical condition necessary for sitting, standing, bending and /or walking for extended periods of time; stooping; crouching; reaching; carrying books or boxes of books; pushing book carts; seeing; keyboarding; using the telephone; lifting, pushing, pulling or carrying objects weighing up to 50 pounds; pushing or pulling with wheeled cart up to 500 pounds; operating assigned equipment; picking up litter; spreading ice melt.
  3. Evening and weekend hours may be required.


This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. They are not to be construed as an exhaustive list of all job duties that may be performed by a person so classified.

HOURS:

19 hours per week. Must be able to work the following schedule:
  • Monday - Thursday 2:00pm - 6:00pm
  • Friday 2:30pm - 5:30pm
This position is scheduled year-round except from mid-July through mid-August (exact dates to be determined based on the school calendar and summer school schedule). In accordance with the Novi Community School District calendar, the employee will not be scheduled to work during school breaks and other school closures.

SALARY RANGE:

$15.60 - $20.28 per hour depending on qualifications

BENEFITS:

No benefits offered with this position

APPLICATION:
  • Resume, cover letter and application required
  • Available at
  • Send to:

Kristen Sullivan, Human Resources Specialist

Novi Public Library

45255 W. Ten Mile Road

Novi, MI 48375

E-mail:

DEADLINE: Applications due by: Wednesday, July 31, 2024 at 5:00pm

Employment offer dependent on results of a physical and background check.