Customer Services Specialist

POSITION SUMMARY The Customer Services Specialist supports all Customer Services functions. Assists with all customer-related services, trains staff, maintains staff schedules, oversees staff workflow, and resolves customer services related issues.

RESPONSIBILITIES • Performs customer services activities for the library, including processing and routing materials, registering customer accounts and collection of fees. • Understands and assists in enforcing the Library's policies and procedures; training staff as needed. • Ensures excellent customer service. Supports and provides backup to staff as needed and handles escalated issues. • Assists in the development of new services and procedures to enhance the customer experience. • Collaborates with relevant staff and departments to coordinate outreach. • Periodically serves as Person In Charge (PIC), providing support for employees, customers, and facility issues. • Coordinates workflow and scheduling of the customer services staff to maximize efficiency and resolve issues. • Performs opening and closing procedures including money handling and resolution of credit card transactions. • Responds to customer and staff queries. Proactively identifies and finds solutions to customer service issues. • Assists customers with locating materials, placing holds and provides support to other public service desks. • Oversees other staff and volunteers, as needed; assigns and verifies work. • Prepares reports and statistics for management review as requested. • Maintains inventory of department supplies and merchandise. • Provides feedback to management on implementation of new policies/ procedures and improvements to customer services.

JOB TITLE DEPARTMENT Customer Services Specialist Customer Services KNOWLEDGE/SKILLS/ABILITIES • Demonstrates strong written and verbal communication in responding to customers and staff. • Strong interpersonal skills working effectively with individuals of diverse cultures, communication styles, abilities, and backgrounds. • Uses problem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues. • Provides quality assistance to customers and staff by seeking to understand their needs and providing relevant support. • Maintains confidentiality and remains calm in all situations. • Possesses strong technical skills. Familiar with a range of hardware and software technologies. Keeps current in relevant technology. • Strong organizational and time management abilities.

Completes tasks 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 doing daily tasks and handling complex situations. • Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers. EDUCATION/EXPERIENCE/QUALIFICATIONS • Two years of college or specialized training program. • Minimum two years of relevant experience. • Bilingual proficiency a plus. PHYSICAL DEMANDS/WORK ENVIRONMENT • Communicate with staff and customers in person and 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 50 lbs. • Must have reliable means of transportation to attend meetings, conferences, and perform work in other locations. • May require appropriate dealings with hazardous materials. WORK SCHEDULE Monday 8:30am-5pm Tuesday 12:30pm-9pm Wednesday 8:30am-5pm Thursday` 8:30am-5pm Friday 8:30am-5pm Team A (one weekend a month) Saturday 8:30am-5pm Sunday 12pm-5pm