Answer Center Technician

Answer Center Technician

Working at the Poudre Libraries is about being part of a dynamic organization that is transforming the community and having fun along the way. You'll be instrumental in helping our library customers connect to the ideas, information, and resources that spark their curiosity and support lifelong learning. More than 1 million people come through our doors each year and tens of thousands more access important library services online and through our outreach efforts, making the Library District – and its staff – an indispensable public resource.

Come check us out!

JOB TITLE:

Answer Center Technician

REPORTS TO:

Answer Center Supervisor

DEPARTMENT:
Answer Center

LOCATION:

Webster House Administration Center

FLSA STATUS:
Non-exempt

JOB CLASSIFICATION:
Classified, Part-Time, 20 hours/week

BENEFITS:
Classified Benefits Summary

HIRING RANGE: $18.24 - $21.88 per hour

JOB SUMMARY

As the Answer Center Technician, you will provide circulation, directional, and other general service assistance to library patrons of all ages over the phone and by email in a call center setting. You will be responsible for responding to patron contacts, clarifying and assessing patron needs, and answering patron questions.

ESSENTIAL DUTIES + RESPONSIBILITIES

Including the following:

• Creates a welcoming environment for all customers and staff that fosters equity, diversity, and inclusion by seeking to understand, respect, and value individual differences.
• Demonstrates tactful and conscientious service to people of all ages, races, abilities, cultures, and genders.
• Answers inquiries and resolves a wide variety of patron questions predominantly by phone or email.
• Runs monthly reports to maintain accurate customer and item records and upkeep of system.
• Runs daily morning reports.
• Utilizes circulation system in order to place holds, renew books, check and update patron records, and other circulation functions.
• Utilizes various computer searching techniques to perform a variety of reference searches.
• Uses booking software to register patrons for programs, book meeting rooms, and other essential functions.
• Works with customers to resolve complaints and/or accounts that are in collections.
• Takes payments over the phone and processes incoming payments by check.
• Helps to maintain safety, security, and healthy environments in the library by monitoring the front door, granting visitors access to the building, and assisting visitors as needed.
• Responsible for greeting and directing visitors.
• Responsible for sorting incoming mail to mailboxes and/or delivering to staff in the building.
• Refers questions to the appropriate department as needed.
• Participates in the hiring process and helps train new employees that join the Answer Center team.
• Participates in library teams, committees, and other project-based groups.
• Stays current on Poudre Libraries policies, processes, procedures, events, and technologies required to perform work duties. Participates in training and continuing education as needed.
• May provide back-up support for other departments as needed.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS + ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must possess excellent customer service experience and skills, including deescalating difficult patrons and navigating occasional volatile situations.
• Excellent communication skills; ability to communicate effectively and appropriately with a diverse population, co-workers, and supervisor.
• Ability to work a flexible schedule, including weekdays, evenings, and weekends (Saturdays and Sundays).
• Knowledge of all circulation processes, procedures, and system functions.
• Basic knowledge of the principles of reference services, including reference tools and search approaches.
• Demonstrates ability to conduct reference interviews to determine specific informational requirements of patrons.
• Knowledge of Library E-Media and E-Resources and the ability to explain their use to patrons.
• Ability to troubleshoot questions with e-media, digital tools (including computers, tablets, and smartphones), digital files, and printing. Ability to direct customer to resources as needed.
• Ability to quickly pivot to answer varying degrees of questions that require a working knowledge of the entire library organization from entry up to administration, including emergency type situations and community resources.
• Above average computer skills and experience.
• Represents the Library District with tact and courtesy, showing the ability to think and act appropriately under pressure and time constraints.
• Ability to understand, interpret, and paraphrase patron questions in order to negotiate successful outcomes.
• Strong attention to details and record keeping skills.
• Ability to effectively resolve patron complaints and handle difficult situations involving patrons.
• Demonstrates tolerance,…