Job Description

Customer Services Specialist

Location: Local History & Genealogy (LHG), Main Library

Starting Pay Range: $18.01-$23.26 hourly (commensurate with experience)

Note: For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy.

Our Commitment to Diversity

Open to all doesn't just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that's how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

At Columbus Metropolitan Library, we are striving to build a workforce that is as diverse as the communities we serve. Learn more about Our Employee Experience.

What We Offer

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

About the Position

As a Customer Services Specialist, you will serve as a primary contact point for customers using the library, ensuring a positive customer experience by determining customer needs, analyzing, and solving problems, and directing customers to appropriate staff and resources. This position is in the Local History & Genealogy division and involves digitization and processing of historical materials.

Position Schedule

• Monday-Wednesday - 9am-5:30pm
• Thursday - 12pm-9pm
• Friday/Saturday rotation - 9am-6pm
• Sundays as assigned

What You'll Do

• Supports the customer service plan at Main and branches by proactively greeting customers; answering basic reference and directional questions in person, over the phone, by e-mail, instant message, etc.; locating or retrieving materials for customers; assisting customers with library technology; supporting the code of conduct; assisting location staff with program preparation at the location and off-site; and sharing early literacy skills with customers.
• Operates a variety of digital imaging equipment and software. Edits images for quality, content, and completeness.
• Provides training on microfilm machines and basic reference for microfilm collections to customers and staff. Prepares materials for microfilming.
• Assists with archive processing by rehousing, inventorying, labeling, and tracking archival collections. Assists customers with library card accounts in person, over the phone, by e-mail, instant message, etc., including processing account applications, verifying account information, informing customers of, and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• 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.
• Manages money at the location, including balancing and reconciling cash drawers, checking receipts and records from various money collection machines, preparing deposits, completing reports, etc.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Assists with location operations including opening and closing procedures; unlocking or locking of doors; ordering and maintaining location supplies; maintaining public materials and bulletin boards; maintaining location lost and found collections; ensuring that the location is neat, orderly, appealing and inviting to customers and staff; creating daily task schedules; gathering and reporting statistical data and other clerical duties as assigned.
• Maintains library collection by identifying and solving problems with library materials; performing cleaning of library materials; processing withdrawn and donated materials; pulling materials from the shelves for review by information staff based on criteria such as condition, age, and frequency of use; maintaining customer reserve shelves; and processing various reports which involve searching for library materials.
• Provides training on library technology to customers and staff one-on-one; may assist Information staff in classroom settings. Responsible for trouble shooting technology problems at the location, notifying, and coordinating with Information Technology staff as needed.
• Coordinates volunteer activities, and orients volunteers and new staff to Customer Services Specialist tasks.
• Performs additional duties as assigned including serving on task forces, committees, etc.

Minimum Qualifications

• High School Diploma or G.E.D required.
• Experience working with the public in a customer service environment preferred.
• Ability to learn new technology quickly and adapt to changing technical processes.
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• 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.

Working Conditions and Physical Demands

The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions).

Work requires occasional lifting or pushing of up to 100 lbs. and the frequent lifting or pushing of up to 50 lbs.

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