Customer Services Assistant

2 months ago

Westerville, United States Westerville Public Library Full time
Description

The Customer Services Assistant is responsible for providing excellent customer service to library customers in an effective, efficient and professional manner.
  • Works at all of the Customer Services desks, which includes:
    • assists customers with checking in/out library items,
    • sorting items including the use of an automated sorter,
    • answering the main incoming phone lines - greeting callers, providing information, and/or transferring calls as necessary,
    • placing and filling library reserves,
    • shelving items,
    • assisting customers in finding items,
    • placing interlibrary loan requests for customers,
    • issuing new/replacement library cards,
    • using the public address system,
    • providing public forms as available (i.e. voter registration, Golden Buckeye cards),
    • distributing employment applications and
    • occasionally locking and unlocking the two sets of public entrance doors.
  • Maintains confidentiality of all customer records and transactions.
  • Is responsive to customer needs in a consistent, friendly and professional manner.
  • Cooperates with department managers, to resolve customer complaints in a pleasant, timely and professional manner.
  • Restocks department forms and supplies.
  • Collects monies for fees and payments for lost or damaged items.
  • Collects monies for Friends of the Westerville Public Library.
  • Assists in adding or deducting value from printing accounts.
  • Refers damaged items and suggested purchases to the appropriate department.
  • May also perform cross-functional roles including participating in library programs and cross-training to cover other public service desks as needed.
Requirements

REQUIREMENTS
  • High school diploma or equivalent; some college preferred.
  • Ability to read, write, speak and understand English
  • Ability to analyze basic reference questions, assisting or referring customers appropriately
  • Commitment to quality customer service based on the library's P.A.V.E. model
  • Ability to interact with public in a consistent, friendly and courteous manner
  • A positive attitude
  • Ability to work independently with little supervision
  • Proven ability to multi-task and adhere to deadlines
  • The ability to adjust to changing situations.
COMPETENCIES
  • Technology: Demonstrates general understanding of basic computer skills coupled with an understanding and knowledge of library provided equipment and software.
  • Teamwork: The ability to work collaboratively with others to achieve department goals.
  • Equity, Diversity & Inclusion: Commitment to interact appropriately, fairly, and equitably with all; the ability to demonstrate and foster respect for all individuals and points of view.
  • Ethics: Commitment to the Ohio Ethics Law and the basic ethics and values of library service.
  • Intellectual Freedom: The understanding and support of the library's role in providing free and equal access to ideas, information, resources, and services, from all points of view, without restriction, to every individual.
PHYSICAL REQUIREMENTS
  • While performing the duties of this job, employees typically handle office equipment, objects or controls and frequently communicate with others. This work requires moderate physical exertion, including bending, kneeling, stooping and standing; some lifting and moving of heavy objects/book carts (up to 40 lbs).
  • The majority of this work is performed in an office setting. This job involves standing for long periods of time.

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