Library Customer Service Associate II

Seekonk Ma; Seekonk (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

Seekonk Public Library recherche un associate dynamique pour diriger le département du service à la clientèle. Ce poste de 35 heures par semaine exige un leader inspirant, capable de fournir un excellent service tout en gérant une équipe. Les tâches incluent la supervision des opérations de circulation et l'interaction avec les usagers pour assurer une expérience positive.

Benefits

Environment engagant

Impact réel sur la vie des usagers

Équipe de soutien

Qualifications

• Minimum de 3 ans d'expérience dans le service à la clientèle en bibliothèque.
• Compétences avérées en leadership et motivation d'équipe.
• Capacité à gérer des systèmes de bibliothèque et des procédures de circulation.

Responsibilities

• Diriger l'équipe de circulation pour offrir un service exceptionnel.
• Former et soutenir le personnel de circulation.
• Résoudre les problèmes complexes des usagers avec efficacité.

Skills

Customer Service Excellence

Leadership Prowess

Problem-Solving Power

Tech Fluency

Communication Champion

Flexibility & Adaptability

A Passion for Public Libraries

Education

High school diploma or equivalent

Job description

Deadline to Apply is July 8, 2025

Are you a customer service rockstar with a passion for community and a knack for leadership?

Seekonk Public Library is looking for a dynamic and energetic candidate to lead our Customer Service/Circulation department!

We're a hub of activity, connecting our community with knowledge, resources, and a welcoming smile. We need a leader who can keep pace, inspire a team, and ensure every patron experience is exceptional.

If you love problem-solving, and are excited to make a tangible impact on our patrons' lives, then keep reading!

What you'll bring to the table:

• Customer Service Excellence: You live and breathe outstanding service, going above and beyond to meet patron needs with enthusiasm and a positive attitude.
• Leadership Prowess: You're a natural motivator, able to guide, mentor, and empower a team to achieve their full potential. Experience supervising or leading a team is a must!
• Circulation Savvy: You're comfortable with library systems and procedures, able to manage circulation tasks efficiently and accurately.
• Problem-Solving Power: You're a quick thinker, ready to tackle challenges with creativity and a calm demeanor.
• Tech Fluency: You're comfortable with library software, online resources, and can assist patrons with a variety of tech-related questions.
• Communication Champion: You communicate clearly, concisely, and effectively with both patrons and staff.
• Flexibility & Adaptability: You're ready to jump in where needed, embracing new challenges and evolving library services.
• A Passion for Public Libraries: You believe in the power of libraries to enrich lives and strengthen communities.

What you'll be doing:

• Leading from the Front: You'll be a visible and active leader on the circulation desk, setting the pace and demonstrating exceptional service.
• Team Empowerment: You'll train, schedule, and support a dedicated team of circulation staff, fostering a collaborative and positive work environment.
• Problem Resolution Guru: You'll expertly handle escalated patron inquiries and resolve complex circulation issues with grace and efficiency.
• Optimizing Operations: You'll contribute to the development and implementation of efficient circulation procedures and policies.
• Creating a Welcoming Atmosphere: You'll play a key role in ensuring the library is a friendly, accessible, and inclusive space for everyone.
• And so much more: Every day brings new opportunities to connect with our community and make a difference.

Why Join the Seekonk Public Library Team?

• Work with a supportive and dedicated team.
• Make a real impact on the lives of our patrons.
• Be part of an engaging work environment

Ready to unleash your energy and leadership skills? If you're a proactive and positive individual looking for a rewarding role, we want to hear from you.

This is a 35 hour per week position, working one night per week and alternate Saturdays.

A complete job description can be found below.

Starting pay: $24.17 per hour, with scheduled increases.

This position is covered under a collective bargaining agreement between the Town and the Seekonk Public Library Employees Association, MLSA, AFT Massachusetts

To Apply: Please submit your resume and cover letter

JOB DESCRIPTION

Customer Services Associate II

Job Description

Status: Full-time, hourly (35 Hours per week)

Summary of Duties: The Customer Service Associate II is responsible for providing quality customer service, and for maintaining and organizing the library collection. Work includes assisting patrons with locating library materials, coordinating inter-library loans, corresponding with patrons regarding overdue items and renewals, assisting with the use of equipment and technology, issuing library cards and museum passes, and checking materials into and out of the library. Employee is required to perform all similar or related duties

Supervision Required:
Employee works under the general supervision of the Library Director and under the direction of the Associate Library Director. The employee is familiar with the work routine and uses initiative in carrying out recurring assignments independently without specific instruction. Employee is expected to solve customer service issues or problems by adapting methods, applying appropriate techniques or interpreting instructions accordingly. Situations requiring interpretations of library or network policies, an understanding of complex technical or IT systems issues or changes in procedures are discussed with the supervisor or other specialists. Employees may work on different shifts than the supervisor

Supervisory Responsibility: Employee serves as a work leader to library employees performing similar duties. Employee assumes the lead role in performing joint tasks and determines priorities for performing routine tasks in the absence of specific assignment by the supervisor. Employee assists with orientating and training new employees. The employee may be required to monitor and check the performance of co-workers within their section to assure compliance with established standards. Employee reports to supervisor with respect to progress and quality of work performed with the customer services area

Confidentiality: Employee has access to confidential patron records and other department records

Accountability:
Consequences of errors or poor judgment may include labor/material costs, adverse public relations, and reductions in service quality and program effectiveness.

Judgment:
Numerous standardized practices, procedures, or general instructions govern the work and in some cases, may require additional interpretation. Judgment is used in analyzing specific situations to determine appropriate actions and to locate, select and apply the most pertinent practice, procedure, regulation or guideline

Complexity:
The work consists of a variety of duties, which generally follow standardized practices, procedures, regulations or guidelines. The sequence of work and/or the procedures followed vary according to the nature of the transaction and/or the information involved, or sought, in a particular situation. Employee collects and analyzes facts and data from system reports and elsewhere as required. Employee observes, evaluates and reports other employee’s compliance with established standards and procedures.

Work Environment:
Employee performs work in a typical library setting with little or no physical demands or occupational risks.

Nature and Purpose of Relationships:
Relationships are primarily with co-workers and-the public involving frequent explanation, discussion or interpretation of practices, procedures, regulations or guidelines in order to render service, plan or coordinate work efforts, or resolve operating problems. The employ serves a team leader and is available to advise, instruct and assist less experienced co-workers. More than ordinary courtesy, tact and diplomacy may be required to resolve complaints or deal with hostile, uncooperative or uninformed persons.

Essential Functions:
The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

1. Provides customer service support to the Seekonk Library Department.
2. Responds to inquiries, requests and/or complaints from patrons; conducts research and resolves problems; interprets and explains library policies and procedures to patrons.
3. Operates library equipment including computers and instructs patrons in the use of programs, internet use, and other equipment used by the public.
4. Assists in circulation duties at the front desk and in the Children's Room, checks books into and out of the library, calculates and collects fees
5. Registers patrons and issues library cards and museum passes
6. Maintains records and generates reports regarding library
7. Oversees the running of routine systems reports and delivering them to other staff to take appropriate action.
8. Maintains abreast of current interests in literature to provide readers' advisory to patrons
9. Suggest materials for purchase and participates on one of the library’s materials selection teams.
10. Assists the Adult Services Staff with processing interlibrary loans and other special patron requests.
11. Tracks and monitors the library’s responses to queries from other libraries and patrons regarding missing materials and other circulation-related problems.
12. Assists in preparing bills and other notices being sent to patrons.
13. Maintains a neat and orderly library collection, shelves books and materials, organizes and properly places items in designated areas.

Recommended Minimum Qualifications

Education and Experience: Must have a high school diploma or equivalent, and have three (3) or more years of experience working in a library customer services

Special Requirements: There are no special licenses, certificates, or requirements for this position.

Knowledge, Abilities and Skill:

Knowledge: Knowledge of library services and systems, familiarity with SIRSI/Dynix and Unique Management Systems is highly desirable. Ability to use of office equipment, personal computers and computer peripherals.

Abilities: Interact courteously and patiently with the public, and perform tasks despite frequent interruptions

Skills: Strong communication skills, customer service skills, and computer skills

Physical and Mental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position's essential functions.

Physical Skills:
Little or no physical demands are required to perform the work. Work effort involves sitting, stooping, walking, and standing. There may be a need to stretch, bend, reach, push, pull type and lift 30 to 50 pounds. Duties require standing effectively 100% of the time, and requires intermittent physical effort to move library materials and shelving.

Motor Skills:
Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, operating a personal computer and/or most other office equipment, typing and/or word processing, filing, sorting of papers.

Visual Skills:
Position requires routine reading of documents and reports for understanding.