Customer Service Representative - Part Time

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Pueblo City-County Library District is hiring for a part-time Customer Service Representative (CSR). This position will work 20 hours per week and will be based at the Rawlings library in the User Services department.

The Customer Service Representative creates a positive, welcoming and efficient experience for library customers by proactively meeting customer needs and increasing their awareness of library resources and services. This position is critical to supporting the library district’s mission to inspire learning and discovery.

The Customer Service Representative reports to the department manager and works collaboratively with department team members. The CSR works directly with customers representing the library as a friendly and knowledgeable resource. This position may work with co-workers from across the organization.

The CSR provides excellent customer service demonstrating the ability to communicate effectively with people regardless of age, race, sexual orientation, ability level or background. The Customer Service Representative fosters an inclusive environment for all customers by adhering to the library’s policies of supporting free and open access to information and ideas as stated in CRS 24-90-122, the “Library Bill of Rights” and its interpretations, and the “Freedom to Read”, “Freedom to View,” and “Intellectual Freedom” statements of the American Library Association.

• Engages in facilitated customer service to provide assistance at the point of need; roves to greet customers, offers assistance with locating materials, provides reference information and advises readers.
• Proactively provides information to customers to promote circulation and program attendance.
• Explains library policies and procedures to customers.
• Demonstrates excellent communication skills including active listening skills and the ability to resolve basic customer issues. De-escalates tense situations by using standard methods to influence customer behavior.
• Instructs customers on use of library’s computers, digital devices and e-resources including databases.
• Stays current on use of new technologies and library resources.
• May support team members by performing a number of tasks such as assisting with library program preparation.
• Maintains statistics and creates reports as needed.
• Supports team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.
• Participates in regularly scheduled department meetings. Attends All Staff Development Days and other training sessions to acquire new skills and to stay current on all information that is pertinent to PCCLD.
• Reads daily organizational communications from intranet, e-mail, newsletters and print announcements.
• Stays current on all library services, programs and events throughout the district. Regularly accesses electronic time keeping, payroll and personnel employee access systems.

• May regularly be assigned to work at library locations throughout the library district.
• May regularly be assigned to work in the call center where the Customer Service Representative will receive in-coming calls for the District and provide customer assistance.

• May be cross trained for other duties, backing up other positions as needed.
• May serve on library committees as a department representative.
• Performs other duties as needed.

High School diploma or GED and one-year of related work experience is required. Two years of college, Associate’s degree or certification in library science is preferred. Library work experience preferred.

• Requires basic…