Customer Services Assistant Ii - Naperville, United States - Naperville Public Library
Description
Job Title:
Customer Services Assistant II**
Department: Customer Services, Nichols Library**
Application Deadline: Open Until Filled*****The
Customer Service Assistant II assists customers with the optimal use of Library services.
RESPONSIBILITIES
- Performs customer service activities for the library, including processing and routing materials, issuing library cards, and collection of fees.
- Performs tasks associated with opening and closing the department.
- Responds to customer requests promptly and courteously, referring difficult or unusual requests to the appropriate Library staff with diplomacy.
- Assists customers with use of Library equipment, print resources, technology, and online resources.
- Troubleshoots basic problems with selfcheck machines, phones, and other departmental equipment.
- Ensures the quality of the collection material by reviewing materials and routing damaged items to the appropriate department.
- Facilitates communication concerning building issues with the Facilities Department and Library management.
- Answers and responds to phone inquiries or routes calls to appropriate department.
- Supports curbside service and used materials sale.
- Handles lost and found materials according to established guidelines.
- Makes announcements over the public address system as needed.
- Accepts used material donations and routes to appropriate location.
- Collaborates on programs/projects with other staff, occasionally at other locations.
- Assists with paging list fulfillment, including pulling, processing, and shelving holds.
- Monitors and maintains order in the public areas to ensure a welcoming environment for customers.
- Assists in maintaining departmental statistics and reports.
- Attends professional development opportunities.
- Performs other related duties and special projects as assigned.
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 systemwide issues.
- Provides quality assistance to customers and staff by seeking to understand customers' 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. Complete assignments and projects in a timely manner.
- Demonstrates appropriate money management responsibilities.
- Responsive to change and demonstrates adaptability.
- Takes responsibility for consistent completion and followup 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
- High school diploma or equivalent.
- Minimum two years of customer service experience.
- Bilingual proficiency a plus.
WHAT WE OFFER
The benefits of this position at the Naperville Public Library include:
Annual Vacation Accrual: 2 weeks per year
- Holidays: 7 days per year
- Illinois Municipal Retirement Fund (Pension Plan)
Work Schedule
Mondays 1-5
Tuesdays 5-9
Wednesdays 9-1
Thursdays off
2 Fridays 1-5
1 Friday off
1 Friday 12:30-9:00 (with full weekend)
1 Saturday 8:30-5
1 Sunday 1-5
1 Saturday 1-5 (back-to-back Saturdays)
- Schedule may change
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