Internal Job Title Customer Service Specialist

Salt Lake County; Taylorsville (UT); On-site; USD 21,000 - 29,000; Full time

Job summary

Salt Lake County in Utah is seeking a Circulation Clerk to provide front-line public service at the library circulation desk, handle transactions, and resolve patron account issues.

You will process check-outs/returns, issue and update cards, accept payments, and assist patrons with devices and library software. Work includes varied shifts and basic tech support as needed.

Qualifications

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

Responsibilities

• 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 charges when 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 issues.
• Reviews library card applications, verifies eligibility and identification, issues/updates cards.
• Provides information about borrowing policies, services and programs.
• Fills and processes hold requests.
• Uses PC and specialized software, payment transaction system, and other library equipment.
• Assists with technology troubleshooting for patrons and in-house systems.
• Performs sorting, shelving, and other clerical duties.

Skills

Data entry

Cash handling

Customer service

Communication

English proficiency

Tools

Library software

Payment system

Self-check machines

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.