Virtual Customer Services Clerk

RAILS Libraries; Joliet (IL); Hybrid; USD 17,000 - 22,000; Part time

Job summary

Illinois Joliet Public Library is seeking a Virtual Customer Services Assistant to handle patron inquiries by phone, email, and other virtual channels. You will update accounts, guide patrons through online resources, and provide basic reader's advisory and troubleshooting using library systems.

The role requires a customer-focused, detail-oriented approach, and the ability to learn the library's automation and catalog systems.

Qualifications

• Customer-focused service experience preferred.
• Ability to learn library automation and online resources.
• Comfort with computers and online databases.
• Strong written and verbal communication skills.
• Able to work a variety of hours including some evenings and weekends.
• Capable of handling multiple inquiries and tasks with accuracy.

Responsibilities

• Resolve patron inquiries by phone, email, and other virtual means.
• Update and verify patron accounts and assist with program registrations.
• Assist with basic reader’s advisory and bibliographic searches for patrons.
• Process borrowing requests in local ILS and related systems.
• Communicate effectively with patrons and staff, escalating when needed.
• Assist with special projects and gather usage statistics.
• Retain knowledge of library policies and apply them when assisting patrons.

Skills

Customer service

Tech-savvy

Detail oriented

Interpersonal skills

Communication skills

Multitasking

Adaptability

Education

High School diploma or equivalent

Tools

ILS systems

OCLC WorldShare

Job description

27 hours a weekand requires a mix of day, evening, and weekend hours

Under the direction of the Virtual Customer Services Supervisor, resolve inquiries by phone, email and via other virtual means:

• Assist patrons of all ages in a positive, timely, and efficient manner.
• Update and verify patron accounts.
• Answer patron inquiries on services, initiatives and library events using current library practices, policies and procedures; take registrations for Adult/Youth programs.
• Assist patrons with the basic use of the webpage, and all available subscription based resources, including but not limited to, online databases, the public access catalog, and ebook resources. Provide basic instruction and troubleshooting.
• Interpret and enforce library policies when working with patrons.
• Perform basic reader’s advisory, bibliographic searches and online searches for patrons. Renew and reserve patron materials.
• Answer simple reference questions; Refer patrons to librarians, when needed.
• Field problem and in depth questions to specific staff person or department.
• Report problems dealing with databases, PCs, catalog, machines to relevant staff.
• Collect statistics, as assigned.
• Assist with special projects, as assigned.
• Process borrowing and lending requests in local ILS and OCLC WorldShare, or via fax, mail, etc.
• Search OCLC or other databases to locate desired materials for patrons.
• Request renewal of Interlibrary Loan items on behalf of library patrons or requesting libraries.
• Receive and check in borrowed items and verify proper data transfer to ILS.
• Communicate with other libraries via fax, email, phone and OCLC WorldShare to expedite the filling of ILL requests and update the status of ILL requests to ensure accurate and timely filling of interlibrary loans.
• Communicate with patrons regarding status of Interlibrary Loans and hold requests.
• Arrange for retrieval and transit of materials between branches to fill lending requests.

Requirements

• High School graduate or equivalent.
• Customer and/or library service experience preferred.
• Good computer and technology skills with ability to learn.
• Ability to learn library automated circulation and catalog system.
• Familiarity with current technology, including online library resources and e-books.
• Aptitude for detailed work.
• Demonstrated ability to relate to people of all ages in a positive, patient, and effective manner.
• Ability to establish and maintain effective work relationships with co-workers.
• Ability to understand and follow oral and written instructions.
• Ability to communicate effectively.
• Ability to meet the physical requirements of the position.
• Ability to work a variety of hours including some evenings and weekends.
• Familiarity with current technology, including facility with the internet and e-books.
• Ability to work with minimal supervision