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Columbus Metropolitan Library · 4 hours ago

Customer Services Specialist - Outreach Services (40 hrs.)

Collection Services, Operations Center, Gahanna, OH, US

Full-time

Onsite

New Grad, Entry Level

$18.01/hr - $23.26/hr

Columbus Metropolitan Library is committed to diversity and equal employment opportunity. The Customer Services Specialist - Outreach Services serves as a primary contact point for customers, ensuring a positive experience by addressing customer needs and providing assistance with library services.

EBooksEducationEvents

Responsibilities

Supports location’s customer service plan by proactively greeting customers; answering basic reference and directional questions in person and delivering browsing carts of library materials and holds to area senior apartments and facilities. Assists customers with library databases on their personal devices. Participates in reading conversations with customers and makes recommendations based on customer profiles

Assists customers with library card accounts in person, over the phone, by e-mail, etc., including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, directing customers to a location that accepts payment on accounts, and ensuring accuracy of the account

Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating

Maintains library collection by identifying and solving problems with library materials; performs cleaning of Library materials; processes withdrawn materials; pulls materials from the shelves for review by information staff based on criteria such as condition, age, and frequency of use; maintains customer reserve shelves; and processes various reports which involve searching for library materials. Shares collection needs with Collection Lead

Provides training on library technology to customers and staff one-on-one; trouble shoots technology problems at the location, notifying and coordinating with Information Technology staff as needed

Processes and sorts materials accurately and efficiently; including returned materials, reserved items for incoming and outgoing delivery, expired reserved materials, and new materials as needed

Shares responsibilities of driving CML vehicles. Helps maintain condition of vehicle mechanics by regularly monitoring vehicle operations and reporting possible issues or concerns

Assists with lobby stop operations including opening and closing procedures such as bagging holds for the daily sites; printing site schedules, unpacking returns at the end of the day for distribution, ordering and maintaining location supplies, gathering, and reporting statistical data and other clerical duties as assigned

Performs circulation duties for the School Delivery Program including check-outs, returns, and preparation for delivery. Assists in the organization and inventory of school delivery bins. Tracks usage patterns and long overdue materials. Assists with school account creation and management

Performs additional duties as assigned including serving on task forces, committees, etc

Qualification

Customer service experienceLibrary technology operationInternetDatabase knowledgeTroubleshooting skillsEffective communication

Required

High School Diploma or G.E.D. required; no experience required

Ability to express self effectively and concisely, both orally and in writing

Knowledge of Internet and database services

Ability to troubleshoot computer and office equipment

Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems

Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements. Valid driver license which meets the minimum requirements of CML's vehicle insurance policy