Customer Services Assistant

The Customer Services Assistant assists customers at the public desk in all areas of Library services, providing consistent, accurate, and timely handling of Library materials for circulation. Provides quality customer service and collaborates with staff to resolve circulation related issues. Contributes to the general order and care of facilities and Library materials.

• Upholds the highest standards of customer service with polite, helpful, and efficient interactions with vendors, customers, and staff.
• Performs customer service activities for thelibrary,includingissuance oflibrary cards,processes and routesmaterials,collectsfees,processes
  
  Library’s&LINKinexpired
  
  Holds,andshelf reads.
• Responds to customer requests promptly and courteouslyreferring difficult or unusual requests to the appropriate Librarystaffwithdiscretion.
• Assistscustomerswith use of Library equipment, print resources, technology,and online resources.
• Troubleshoots basic problems with self-check machines, phones, and otherdepartmental equipment.
• Ensures the quality of the collection material by reviewing materials, processing lostmaterialand routing damaged items to the appropriate department.
• Facilitates communication concerning building issues with the Facilities Department and Library management.
• Answers and responds tophoneinquiriesand/orroutescallstoappropriate department.
• Processes and completescurbside service.
• Processes Inter-Library Loan(ILL) items and communicates with ILL customers.
• Inspects and recordssafetyof credit card machines, according to PCI guidelines.
• Handlesand recordslost and found materials according to guidelines.
• Makes announcements over the public address system as needed.
• Accept sand reviewsused material donations, according to guidelines.
  
  Maintains Used Book Sale section.
• Collaborates on programs/projects withother staff,occasionally at other locations.
• Assistswithpaging list fulfillment, including pulling, processing,and shelving
  
  Holds.
• Monitors andmaintainsorder in the public areas to ensure a welcoming environment for customers.
• Assistsand completesdepartmentalstatistics and reports.
• Attends andassistswith
  
  Outreach Library events.
• May periodically serve as Person In Charge  (PIC), providing support for employees, customers, and facility issues.

• Demonstrate strong written, verbal communication and interpersonal skills working effectively with diverse cultures, interpersonal styles, abilities, and backgrounds.
• Demonstrates exceptional customer service, providing qualityassistanceto vendors,customer sand staff.
• Keeps current in relevant technology, uses computer software programs such as Microsoft Office and Outlook and common office equipment to complete tasks/assignments.
• Usesproblem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.
• Uses computer software and common office equipment to complete tasks, keeps current with relevant technology.
• Service oriented, provides quality customerassistance;establishes and maintains effective relationships with customers and staff.
• Maintains confidentiality,professionalism,anddiscretionin situations.
• Possesses strong technical skills. Familiar with a range of hardware and software technologies.
• Strong organizational and time management abilities. Complete assignments and projects in a timely manner.
• Responsive to change anddemonstratesadaptability.
• Takesresponsibility for consistent completion and follow-up on all tasks.
• Maintains a positive approachwhiletaskingin adverse situations.
• Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

• Highschooldiploma or equivalent.
• Minimumtwoyearsof customer service experience.

• Communicate with staff and customers in person, via emailand over the phone.
• May require either being in a stationary position or moving about for prolonged periods.
• Moves equipment or library materials weighing up to 35 lbs.
• Must have reliable means of transportation to attend meetings, conferences, and perform work in other locations.

The benefits for this position include:

• Annual Vacation Accrual: 2 weeks per year
• Holidays: 7 days per year
• Annual Sick Accrual: 12 days per year
• Up to 5 Personal Days per calendar year prorated based on the hire date
• Illinois Municipal Retirement Fund (Pension Plan)