Customer Service Representative, Part-Time

Pueblo Regional Library District Pueblo , CO 81001

Posted 3 months ago

Providing customer service with a smile is your top priority, you thrive on providing high quality customer service and you love the feeling of victory when a customer is happy with their experience. Are you this person? Then don't miss out on this exciting opportunity! The Pueblo City-County Library District is now hiring a Customer Service Representative (CSR), part-time, 20 hours per week in our Youth Services department. The CSR creates a positive experience for all library customers by proactively addressing and meeting customer needs and by increasing their awareness of library resources and services.

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 will work with co-workers from across the organization. The position provides excellent customer service, demonstrating the ability to communicate effectively with people regardless of age, race, sexual orientation, ability level or background.

Primary Duties and Responsibilities

  • 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 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.

  • Supports team members by performing a number of tasks such as shelving and preparing for programming.

  • Maintains statistics and creates reports as needed.

  • Demonstrates knowledge and skill using Automated Materials Handling (AMH) equipment, hydraulic lifting equipment and Self-Service Check-out Stations including the ability to troubleshoot and resolve general software and equipment errors.

  • 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.

Depending on what department, you may

  • Regularly be assigned to work in the call center and receive in-coming calls for the District, provides library and account information, provides customer assistance in locating materials, placing holds and renewing materials. Resolves basic customer issues. Transfers calls as appropriate.

  • Be assigned to regularly work with automatic materials handling equipment (AMH) and hydraulic lifting equipment.

Requirements

  • High School diploma or GED and one year of related work experience required.

  • Two years of college, Associates degree or certification in library science is preferred. Library work experience preferred.

Skills and Abilities:

  • Requires basic computer skills for use of email, internet, electronic timekeeping, on-line work order system, and employee access database. Basic math and English language skills, both written and verbal, are required. Related experience involving accurate alphabetical, numerical, and subject filing is preferred.

  • Experience using library ILS software, databases and e-services with the ability to instruct customers on their use.

  • Excellent proactive customer service skills with the ability to present a positive image of the library in attitude, communication style and appearance.

  • Accurate alphabetical, numerical, and subject filing. Basic mathematical skills including accurate handling of money.

  • Problem solving skills with the ability to listen, address basic customer concerns and assist customers in resolving issues.

  • Ability to interact effectively with diverse populations including people of all ages, backgrounds, races, and special needs populations.

  • Requires the ability to actively participate and contribute as a team member as well as work independently, follow instructions and use good judgment.

  • Ability to function under flexible and changing conditions.

Physical Requirements:Must have the ability to do repetitive work including hours of standing, bending, kneeling, shelving, lifting, pushing and pulling. Must be able to lift objects weighing up to 50 pounds and push /pull a fully loaded book cart weighing up to 200 pounds.

Other Requirements:Must be able to work a flexible schedule including days, evenings and weekends. Must submit to and successfully pass a criminal background investigation.

Wage: $12.75 per hour

Benefits: Working part-time with PCCLD offers a lot of benefits! The library District offers a discounted dental plan, tele-health service, and PERA retirement plans. In addition, part-time employees who work between 20 and 30 hours per week also receive paid vacation, sick, and personal leave!

Equal Opportunity Employer.

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Customer Service Representative, Part-Time

Pueblo Regional Library District