Department: Adult Services

Part-Time: 20-25 Hrs./Week, Includes Evenings & Weekends

Status: Non-exempt

Pay Range: $13.50-$18.59

Job Summary:

The Customer Service Assistant position performs highly technical work involving the delivery of library services to library patrons of all ages. Customer Service Assistants instruct and assist patrons in use of library materials, equipment, and computers. Incumbents will work within a team environment to provide a high level of customer service to patron while serving on the Information Desk. The position requires the ability to work under demanding circumstances. The incumbent in this position is under the direct supervision of the Department Head.

Essential Job Functions:

• Promotes and provides basic to more complex reference services, including assistance with literature searches, library resources, recommending library materials, and answering reference questions from patrons of all ages.
• Performs computerized searches on in-house, local, regional, and national bibliographic and information databases utilizing various search strategies.
• Proactively seeks opportunities to provide friendly and helpful customer service to library users.
• Orients library patrons to the library and its services.
• Attends training courses and undertakes special training activities as directed.
• Assists in the delivery of new services to increase the use of the library collection and to add to the educational capabilities of the library.
• Provides basic technical support for patrons PC issues, such as email, social media, Microsoft Office, and printing.
• May provide assistance in initiating and maintaining community contacts.
• Leads in the opening and/or closing operations, including the startup or shutdown of equipment.
• Participates in the development and implementation of planning and visioning for the department.
• Serves as front line staff in enforcing library policies and resolving patron conflicts.
• Provides circulation services, including educating and assisting patrons in the reservation of material and initiating interlibrary loan requests.
• May represent the Library at various promotional events and activities.
• Performs other duties as assigned.

Knowledge, Skills & Abilities:

• Ability to write, retain, interpret, and apply policies and procedures.
• Possession of excellent critical thinking skills and the ability to make sound decisions.
• Ability to work accurately with attention to detail.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Visual acuity and physical skills necessary to retrieve library materials from shelves and storage areas, maintain library materials and operate equipment. The incumbent is required to have the physical ability to push/pull fully loaded book carts and lift/carry materials weighing up to 50 pounds.
• Ability to answer basic to more complex reference questions, using library resources such as databases, books, and the internet.
• Hearing ability to answer telephone and patron inquiries.
• Ability to maintain confidentiality and use appropriate judgement in handling information and records.
• Ability to simplify complex processes to increase efficiency.
• Possess computer skills necessary to effectively access information through the use of standard business applications and software, including email, web browsers and web applications, Microsoft Office, and Outlook.
• Ability to operate a variety of library equipment including a computer, fax and copy machine.
• Ability to work independently.
• Ability to address and resolve or diffuse patron complaints equitably.
• Must be able to read, write and understand the English language.
• Ability to quickly learn new technologies and integrate them into daily tasks.

Working Conditions:

• Generally will work within a normal office environment, with minimal discomfort due to extreme temperatures, dust, and noise.
• Job requires walking, bending, stooping and reaching. Requires the use of a video display monitor, keyboard, and mouse. Ability to sit, stand, and use computer for extended periods of time.
• Employees may interact with upset staff and /or public and private representatives in interpreting and enforcing library policies and procedures.
• Ability to lift and move up to fifty (50) pounds.
• Ability to push book trucks containing up to 150 pounds.
• Work hours may be varied, including daytime, evenings and weekend hours.

Education, Experience & Training:

• The job requires a High School Diploma or G.E.D. Certificate. Bachelor’s Degree preferred.
• Requires experience in a customer service setting.
• Experience in a library related setting. (Preferred).
• Experience with web technologies, social media, Windows PCs, and other technologies.
• Basic experience with mobile applications, online tools, and new and emerging technologies. (Preferred).
• Working knowledge and understanding of the principles, methods and practices of public library operations, including search methods, reader’s advisory and reference interviews. Incumbent is also required to acquire knowledge of the policies and procedures of Portage District Library. (Preferred)