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Customer Service Technician

4 months ago

Pasco, United States NCW Libraries Full time
The RoleDo you get fired up about learning new skills? Are you a resourceful problem-solver and an engaging helper? NCW Libraries is looking for an enthusiastic individual who is energized by providing excellent external and internal customer service. We have a positive team that is highly motivated and passionate about helping people. This position frequently works independently to perform a wide range of circulation and customer service functions. General responsibilities include: Providing direct assistance to patrons, staffing the circulation desk; checking in and out various library materials; issuing library cards; creating library displays; staffing library programs, and more. If you’re interested in developing a career in libraries, the Pateros/Brewster Public Library is a great place to begin. Why work for the Library? Because you care about people and the community. You believe in our mission to “foster individual growth and strengthen communities.”Application Materials
Applicants are required to submit a combined cover letter and resume in one PDF document. Your cover letter must summarize your education and experience as it relates to the position. Incomplete materials will not be considered.

Job Title: Bilingual Customer Service Technician - Pateros and Brewster
Bilingual Requirement: English and SpanishPosition Type: 1.0 FTE (Pateros 0.75/Brewster 0.25)
FLSA Status: Non-Exempt
Hours: Full-Time (40 hours)
Wage: Grade G, $21.29 - $28.62

POSITION SUMMARY:Performs intermediate skilled human support work providing assistance with library programming and outreach activities, assisting library patrons, issuing library cards, checking materials in and out, and related work as apparent or assigned. Work is performed under the moderate supervision of the Branch Supervisor.

Essential Duties & Responsibilities

  • Provides prompt, courteous support to internal and external customers.
  • Pull, sorts, and processes circulation materials and supplies, assesses materials for weeding, performs data entry for a variety of transactions into the appropriate system.
  • Processes returned circulation materials, requests, and fills orders; receives payments, and answers reference questions.
  • Provides guidance with technological issues.
  • Resolves patron complaints or challenges.
  • Requests and distributes library promotional displays/materials via print and electronic media.
  • Develops and promotes library programming for all ages.
  • Organizes, arranges, and shelves materials as needed.
  • Assists in library opening and closing procedures.
  • Manages difficult patron situations in a calm, professional manner.
  • Promotes teamwork, collaboration, and inclusion.
  • Stays abreast of library policy and procedure.
  • Possesses knowledge and the ability to promote library advocacy and intellectual freedom.
  • Other duties as assigned.
REQUIRED QUALIFICATIONS:Education & Experience
  • Associates/Technical degree and moderate experience working in a library and with the public providing library services, or equivalent combination of education and experience.
  • Customer Service Experience.
Ability to
  • Ability to establish and maintain effective working relationships with associates, patrons, and the general public.
  • Ability to exercise initiative and independent judgement and to work independently or as part of a team.
  • Ability to interact with a diverse population and establish and maintain effective working relationships with associates and the public.
Knowledge of
  • General knowledge of office procedures, equipment and record keeping.
  • General knowledge of library policies and procedures.
  • General knowledge of and interest in books and reader interest levels.
  • General knowledge of library circulation functions.
  • Strong written and oral communication skills.
Work Environment & Physical Demands
  • Normally seated, standing or walking at will.
  • Normal physical activity including some bending, pushing, pulling, and lifting and carrying, which may range up to 45 lbs. upon occasion.
  • Keyboarding and working at a computer monitor for extended periods required.
  • Phone usage, reading, speaking, and listening.
  • Interactions with library system staff, library customers, other libraries, agencies and organizations, or vendors will be necessary to resolve situations or problems.
  • Specific vision abilities required by this job include close vision and ability to adjust focus.
  • The noise level in the work environment is usually moderate.
Special Requirements
  • Flexibility to work evenings and weekends.
  • Fluency in English and Spanish required.


EEO
NCW Libraries values diversity at all levels of the organization and is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.