PT Customer Service Substitute

PT Customer Service Substitute

Date Posted: 6/21/24

POSITION SUMMARY: The Customer Service Substitute is responsible for providing support in the absence of regular staff by interacting directly with customers and performing a variety of tasks dealing primarily with the circulation of materials. Provides reference service and technology training and assistance to customers in person, by e-mail, phone, and letter. This position is responsible for working at multiple locations throughout the Library system for prearranged shifts as well as last minute shifts. The hours worked will vary from 0 to 29 hours per week.

DUTIES:

• Performs readers' advisory and reference work.

• Shelves returned materials.

• Searches for requested materials.

• Performs duties that require proficiency with a variety of hardware and software.

• Assists customers with various technologies such as phones, computers and tablets.

• Assists customers with resumes, job searches, internet use and basic word processing.

• Flexible, friendly and good at establishing quick rapport with customers and staff.

• Available to respond to calls and/or messages regarding last minute scheduling needs.

• Refers customers to Managers or Reference, Children's, or Teen Librarians as appropriate.

• Uses library automated circulation system to circulate materials to customers, including, checking materials in and out, processing holds, registering customers, and collecting fees.

• Respects and maintains confidentiality of customers, peers and branch/department.

• Attendance is punctual and reliable.

• Participates in regular self-directed training to ensure preparedness.

• Other duties as assigned.

QUALIFICATIONS:

• Understands and supports the Library's mission, vision, culture and structure, and demonstrates a comprehensive understanding of the Library's policies and procedures.

• Interact with members of diverse ethnic and socio-economic communities, children, staff and management in a respectful and professional manner that reflects the Library's values.

• Communicates effectively in person, on-line or by telephone while consistently providing excellent, proactive customer service.

• Handles and responds to concerns, complaints and difficult situations with patience and tact.

• Takes direction willingly and able to learn and retain new skills quickly.

• Solves problems and makes independent decisions when circumstances warrant.

• Seeks, accepts and incorporates feedback and direction.

• Seeks out new methods and principles as appropriate and incorporates them into existing practices.

• Excellent computer skills with the ability to review, edit and certify accuracy.

• Must agree to work at a minimum of five library branches.

POSITION TYPE

• Substitute

EDUCATION

• High School graduate or equivalent.

HOURS

• The hours worked will vary from 0 to 29 hours per week, depending on how many shifts you take.

• Must work a minimum of 8 hours per month after introductory training requirements have been met.

SALARY

$17.00 per hour

DEADLINE

Until Filled