Customer Service Specialist

Provides public service in the circulation area to register and issue library cards, check out materials, accept payments for fines and fees, handle inquiries, and resolve customer account problems. Fills and processes holds and performs a variety of other clerical tasks.

One (1) year of direct customer service experience.

Must successfully complete the Library Software and cash handling procedures training within sixty (60) days of hire date.

Due to the nature of this position, the successful applicant must pass a required pre-employment background check.

Work is performed primarily indoors, with occasional exposure to outdoor weather conditions when emptying book drops. Significant standing and walking, repetitive movements, ability to bend, kneel, stoop, reach, lift up to 30 pounds, and push/pull a loaded shelving cart weighing up to 150 pounds.

• Provides public service at the Circulation Desk in person and on the phone.• Collects payments for fines, fees, book sale items, and supplies.• Resolves customer account problems. Waives or negotiates payment of charges, as appropriate.• Checks library materials in/out, places holds, renews items, searches for and retrieves materials.• Assists and trains customers to operate library equipment; troubleshoots basic equipment malfunctions.• Reviews library card applications, verifies eligibility and identification, issues and/or updates library cards.• Provides information about borrowing policies, library services and programs, etc.• Fills and processes hold requests.• Uses PC and specialized software, payment transaction system, and other library equipment (self-check machines, laser, printer, copier, etc.)• Assists with technology troubleshooting, both for patrons and with in-house computers and machines as needed.• Performs assigned support tasks, sorting, shelving, and other clerical duties.KNOWLEDGE, SKILLS AND ABILITIES (KSA)