Customer Services Assistant- Nichols Library

POSITION SUMMARY

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 the library, including issuance of library cards, processes and routes materials, 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.

• Demonstrate strong written, verbal communication and interpersonal skills working effectively with diverse cultures, interpersonal styles, abilities, and backgrounds.
• Demonstrates exceptional customer service, providing quality assistance to vendors, customers and staff.
• Keeps current in relevant technology, uses computer software programs such as Microsoft Office and Outlook and common office equipment to complete tasks/assignments.
• Uses problem 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 customer assistance; establishes and maintains effective relationships with customers and staff.
• Maintains confidentiality, professionalism, and discretion in 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.
• Demonstrates appropriate money management responsibilities.
• Responsive to change and demonstrates adaptability.
• Takes responsibility for consistent completion and follow-up on all tasks.
• Maintains a positive approach while tasking in adverse situations.
• Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

• High school diploma or equivalent.
• Minimum two year(s) of customer service experience.
• Bilingual proficiency a plus.

• Communicate with staff and customers in person, via email and over the phone.
• May require either being in a…