Customer Service Representative

Part-Time Customer Service Representative (Csr)

Pueblo City-County Library District is hiring for a part-time Customer Service Representative (CSR). This position will work 20 hours per week and will be based at the Rawlings library in the User Services department.

The Customer Service Representative creates a positive, welcoming and efficient experience for library customers by proactively meeting customer needs and increasing their awareness of library resources and services. This position is critical to supporting the library district's mission to inspire learning and discovery.

The Customer Service Representative reports to the department manager and works collaboratively with department team members. The CSR works directly with customers representing the library as a friendly and knowledgeable resource. This position may work with co-workers from across the organization.

The CSR provides excellent customer service demonstrating the ability to communicate effectively with people regardless of age, race, sexual orientation, ability level or background. The Customer Service Representative fosters an inclusive environment for all customers by adhering to the library's policies of supporting free and open access to information and ideas as stated in CRS 24-90-122, the "Library Bill of Rights" and its interpretations, and the "Freedom to Read", "Freedom to View," and "Intellectual Freedom" statements of the American Library Association.

Primary Duties And Responsibilities

• Engages in facilitated customer service to provide assistance at the point of need; roves to greet customers, offers assistance with locating materials, provides reference information and advises readers.
• Proactively provides information to customers to promote circulation and program attendance.
• Explains library policies and procedures to customers.
• Demonstrates excellent communication skills including active listening skills and the ability to resolve basic customer issues. De-escalates tense situations by using standard methods to influence customer behavior.
• Instructs customers on use of library's computers, digital devices and e-resources including databases.
• Stays current on use of new technologies and library resources.
• May support team members by performing a number of tasks such as assisting with library program preparation.
• Maintains statistics and creates reports as needed.
• Supports team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.
• Participates in regularly scheduled department meetings. Attends All Staff Development Days and other training sessions to acquire new skills and to stay current on all information that is pertinent to PCCLD.
• Reads daily organizational communications from intranet, e-mail, newsletters and print announcements.
• Stays current on all library services, programs and events throughout the district. Regularly accesses electronic time keeping, payroll and personnel employee access systems.

Job Duty Variables Dependent On Department/Branch

• May regularly be assigned to work at library locations throughout the library district.
• May regularly be assigned to work in the call center where the Customer Service Representative will receive in-coming calls for the District and provide customer assistance.

Other Duties And Responsibilities

• May be cross-trained for other duties, backing up other positions as needed.
• May serve on library committees as a department representative.
• Performs other duties as needed.

Qualifications Education And Experience

High School diploma or GED and one-year of related work experience is required. Two years of college, Associate's degree or certification in library science is preferred. Library work experience preferred.

Skills And Abilities:

• Requires basic computer skills for use of email, internet, electronic timekeeping, on-line work order system, and employee access database.
• Basic math and English language skills, both written and verbal, are required.
• Related experience involving accurate alphabetical, numerical, and subject filing is preferred.
• Experience using library ILS software, databases and e-services with the ability to instruct customers on their use.
• Excellent proactive customer service skills with the ability to present a positive image of the library in attitude, communication style and appearance.
• Accurate alphabetical, numerical, and subject filing. Basic mathematical skills including accurate handling of money.
• Problem solving skills with the ability to listen, address basic customer concerns and assist customers in resolving issues.
• Ability to interact effectively with diverse populations including people of all ages, backgrounds, races, and special needs populations.
• Requires the ability to actively participate and contribute as a team member as well as work independently, follow instructions and use good judgment.
• Ability to function under flexible and changing conditions.

Physical Requirements:

Must have the ability to do repetitive work including hours of standing, bending, kneeling, shelving, lifting, pushing and pulling. Must be able to lift objects weighing up to 50 pounds and push /pull a fully loaded book cart weighing up to 200 pounds.

Other Requirements:

Must be able to work a flexible schedule including days, evenings and weekends. Must submit to and successfully pass a criminal background investigation.

Deadline to Apply: This position will close on December 30, 2025.

Wage: $15.53 per hour

Benefits: For regular part-time employees, PCCLD offers a discount dental plan and a tele-health plan. PCCLD is a PERA employer and offers PERA retirement plans and 401(k) and ROTH retirement plans. The library district also provides paid leave in the form of 10 holidays, vacation, sick, and personal paid time off.

As an Equal Opportunity Employer, Pueblo City-County Library District does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation including gender orientation, genetic information, military status, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors. The library district reserves the right to hire more than one person per advertised vacancy.

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