Internal Job Title Customer Service Specialist

Salt Lake County; West Valley City (UT); On-site; USD 32,000 - 46,000; Full time

Job summary

Salt Lake County is seeking a Circulation Clerk to provide public service at the library circulation desk. You will register and issue cards, check out materials, collect fines, and handle inquiries while resolving account problems.

The role requires basic library knowledge, cash handling skills, and strong English communication. Work involves standing, lifting up to 30 pounds, and occasional shifts in the evenings or weekends.

Qualifications

• One year of direct customer service experience.
• Must complete library software and cash handling procedures training within 60 days of hire.

Responsibilities

• Assist patrons at the Circulation Desk in person and by phone.
• Process payments for fines and fees.
• Resolve customer account problems and negotiate waivers where appropriate.
• Check in/out items, place holds, renew, search for materials.
• Train patrons to use library equipment and troubleshoot basic issues.
• Review applications, verify eligibility, issue or update library cards.
• Provide information on borrowing policies and services.
• Process hold requests and operate PCs and library equipment.
• Assist with technology troubleshooting for patrons and in-house systems.
• Perform clerical duties including sorting and shelving.

Skills

Customer service

Data entry

English communication

Cash handling

Problem solving

Education

High school diploma or equivalent

Tools

Library software

Cash register system

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 REQUIREMENTSWork is performed primarily in an indoor environment, with occasional exposure to outside 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 POSITIONWork schedules include day, evening, and alternate Friday/Saturday shifts.