Library Front Desk & Customer Support Specialist

Naperville Public Library; Naperville (IL); On-site; USD 32,000 - 42,000; Part time

Benefits offered by this job

Vacation/Sick accrual

Personal days

Pension plan

Parental leave

Professional development

Job summary

Naperville Public Library is seeking a Customer Services Assistant to support customers at the public desk across library services. You will handle circulation tasks, assist with library cards, holds, and ILL, and collaborate with staff to resolve issues while maintaining a welcoming environment.

You will assist with technology resources, answer inquiries, and participate in outreach programs. A high school diploma and 2 years of customer service are required; bilingual skills are a plus.

Qualifications

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Bilingual proficiency a plus.

Responsibilities

• Upholds the highest standards of customer service with polite, helpful, and efficient interactions with vendors, customers, and staff.
• Performs customer service activities for the library, including issuance of library cards, processes and routes materials and collects fees, processes Library’s LINKin expired Holds, and shelf reads.
• Responds to customer requests promptly and courteously referring difficult or unusual requests to the appropriate Library staff with discretion.
• Assists customers with use of Library equipment, print resources, technology, and online resources.
• Troubleshoots basic problems with self-check machines, phones, and other departmental equipment.
• Ensures the quality of the collection material by reviewing materials, processing lost material and routing damaged items to the appropriate department.
• Facilitates communication concerning building issues with the Facilities Department and Library management.
• Answers and responds to phone inquiries and/or routes calls to appropriate department.
• Processes and completes curbside service.
• Processes Inter-Library Loan (ILL) items and communicates with ILL customers.
• Inspects and records safety of credit card machines, according to PCI guidelines.
• Handles and records lost and found materials according to guidelines.
• Makes announcements over the public address system as needed.
• Accepts and reviews used material donations, according to guidelines. Maintains Used Book Sale section.
• Collaborates on programs/projects with other staff, occasionally at other locations.
• Assists with paging list fulfillment, including pulling, processing, and shelving Holds.
• Monitors and maintains order in the public areas to ensure a welcoming environment for customers.
• Assists and completes departmental statistics and reports.
• Attends and assists with Outreach Library events.
• May periodically serve as Person In Charge (PIC), providing support for employees, customers, and facility issues.
• Attends professional development opportunities.

Job description

Naperville Public Library is seeking a Customer Services Assistant to support customers at the public desk across library services. You will handle circulation tasks, assist with library cards, holds, and ILL, and collaborate with staff to resolve issues while maintaining a welcoming environment.

You will assist with technology resources, answer inquiries, and participate in outreach programs. A high school diploma and 2 years of customer service are required; bilingual skills are a plus.