Customer Service Specialist

UNAVAILABLE; Taylorsville (UT); On-site; USD 21,000 - 28,000; Full time

Job summary

Unknown Library in Taylorsville, Utah, is hiring a Circulation Clerk to deliver public service at the Circulation Desk and handle routine transactions. You will assist patrons with checkouts, holds, and account questions, and help with basic tech support and clerical tasks.

The role requires a year of customer service experience, training within 60 days, and a background check. Day, evening, and some Friday/Saturday shifts may be required.

Qualifications

• One year of direct customer service experience.
• Must complete Library Software and cash handling procedures training within sixty days of hire date.
• Must pass a pre-employment background check.

Responsibilities

• Provide public service at the Circulation Desk in person and on the phone.
• Collect payments for fines, fees, and materials.
• Resolve customer account problems and negotiate charges as needed.
• Check materials in/out, place holds, renew items, and retrieve materials.
• Assist and train customers to operate library equipment and troubleshoot issues.
• Review library card applications, verify identity, issue and update cards.
• Provide information about borrowing policies and library services.
• Fill hold requests and use PC and payment systems.
• Assist with technology troubleshooting for patrons and in-house IT.
• Perform sorting, shelving, and other clerical duties.

Skills

Data entry

Customer service

Problem-solving

English literacy

Public interaction

Tools

Cash handling system

Library catalog software

Job description

Job Description

JOB SUMMARY

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.

MINIMUM QUALIFICATIONS

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.

ESSENTIAL FUNCTIONS

• 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)

Knowledge of:

• Basic library processes
• Basic cash handling procedures
• General office methods and procedures

Skills and Abilities to:

• Perform data entry/keyboarding
• Operate a PC and other library equipment
• Problem-solving and conflict resolution
• Use software programs
• Perform alphabetic and numeric sorting and shelving
• Read, write, and communicate in English
• Deal tactfully and courteously with the general public
• Concentrate and accomplish detail-oriented tasks
• Organize workloads and prioritize tasks to adhere to deadlines
• Respond quickly to changing priorities

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

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.

IMPORTANT INFORMATION REGARDING THIS POSITION

Work schedules include day, evening, and alternate Friday/Saturday shifts.