Customer Service Specialist

Howard County Library System; Columbia (MD); On-site; USD 38,000 - 67,000; Full time

Benefits offered by this job

15 paid holidays

Your birthday off

Job summary

Howard County Library System—East Columbia Branch—seeks a Customer Service Specialist to deliver exceptional customer experiences and assist with daily branch operations.

Responsibilities include greeting customers, check-in/out materials, and helping at self-checkout, with opportunities to serve as passport acceptance agent and support events.

Qualifications

• High School diploma or equivalency certificate.
• Strong people skills to work with staff and customers of various races and ethnicities.
• At least two years of exemplary customer service.
• Ability to read, write, speak and understand English; Spanish speaking a plus.
• Tech savvy with internet, office applications and library systems.
• Ability to use a cash register.
• Current valid driver’s license.

Responsibilities

• Greet and assist customers at the East Columbia Branch.
• Check materials in and out, assist at copy center or self-checkout.
• Provide memorable service by connecting customers with information.
• Assist with opening/closing of the building and staff meetings.

Skills

People skills

Customer service

Positive attitude

Effective communication

Diversity awareness

English proficiency

Spanish helpful

Detail-oriented

Tech savvy

Cash handling

Driver's license

Education

High school diploma

Tools

Cash register

Job description

Description

You are a member of a team that is the heart of the East Columbia Branch. A team that welcomes customers every day with a friendly smile and a wave. You create memorable experiences for customers who return again and again because of you. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

You embrace and maintain an environment of inclusion, diversity, and respect for your colleagues and customers. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that aids in the dismantling of unjust systems and creating a more equitable and just society for all people.

We are seeking highly motivated Customer Service Specialist to join our team! Candidates from traditionally underrepresented communities are encouraged to apply! We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off.

Ready to join one of North America’s leading and most transformative library systems to help us elevate services for our highly educated and supportive community?

Who you are:

• You are empathetic
• You engage well with others and love getting to know those around you
• You are passionate about delivering an extraordinary customer experience
• You are a problem solver and lifelong learner
• You are energetic and inspire fun
• You are a great communicator and a patient listener
• You love a well-oiled machine

A position you will love:

• You are a designated passport acceptance agent (Please be advised that in order to be certified as a passport agent by the Department of State, you must be a U.S. Citizen)
• You enthusiastically welcome customers to the East Columbia Branch with a smile and provide a memorable customer experience
• You enjoy the time you spend at work, meeting new passport customers and assisting them
• You cheerfully check materials in and out, anticipating our customers' needs
• You are at home at the keyboard and are comfortable with helping customers at the copy center, or self-checkout
• You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone
• You are knowledgeable about our products, events, and services and enjoy sharing this information with customers
• You gracefully resolve customer issues, reconcile records, and are a natural with money
• You are reliable. You assist with open and closing of the building
• You take ownership of your assigned projects within the Customer Service Department
• You value your time with fellow staff attending staff meetings and training sessions
• You serve as a passport acceptance agent
• You jump in where needed to perform other duties and special projects, as assigned
• You can be depended upon to maintain regular and predictable attendance
• You take pride in adhering to all policies and procedures

We are guided by these shared values:

• We are your place to learn, connect, and grow.
• We contribute to achieving HCLS' racial and social equity goals. Please view the Brave Voices, Brave Choices initiative.
• We advance HCLS' educational mission, effectively communicating our curriculum, which comprises Three Pillars (Self-Directed Education, Research Assistance & Instruction, Instructive & Enlightening Experiences)

Requirements

Education, Skills, and Experience:

• High School diploma or equivalency certificate
• People skills – ability to work effectively with staff and customers of various races and ethnicities and enjoy it
• Minimum two years providing extraordinary customer service
• Demonstrated ability to be positive, adaptable and forward-thinking
• Demonstrated ability to communicate effectively
• Demonstrate a passion for working with a diverse public
• Ability to read, write, speak, and understand English effectively; Spanish speaking a plus
• Ability to understand and retain detailed instructions
• Tech savvy – ability to use programs/processes such as the Internet, office applications, as well as other library related programs
• Ability to use a cash register
• Current valid driver's license

Your job will involve being on the move:

• You need to stand, walk, bend, stoop, squat, reach, and push/pull carts
• In addition, strenuous activity is required, such as carrying bags or boxes of books or arranging rooms for classes and events.
• Some driving required.

Additional information:

• Position located at the East Columbia Branch
• Works under the supervision of the Customer Service Supervisor
• Full-time; 37.5 hours per week; Monday – Saturday, days, evenings, and weekends, alternating Fridays and Saturdays; maximum of two Sundays out of four
• Evenings and weekends also may be required for HCLS signature events
• Grade 3: Full salary range $37,994 to $66,622/annually
• Position closes Friday, October 16, 2026, at 4 PM

EEO STATEMENT

Howard County's diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Howard County Library System takes pride in providing equal employment opportunities.