Customer Service Assistant

CHARLES COUNTY PUBLIC LIBRARY

Mission: The Charles County Public Library creates opportunities for the community to engage, discover, and learn.

Vision: We are the trusted source for connecting everyone to endless possibilities.

Why work at the Charles County Public Library?

Our staff say:

“I love working at CCPL because I work with a brilliant and creative staff, I am in a learning and engaging environment everyday, I love serving my community, and I am constantly exposed to new technology.”

“I enjoy coming to CCPL and being part of a passionate team that's willing to help the community in many ways. Libraries are constantly evolving, so the work is never stagnant and there is always something new and innovative that provides excitement.”

Plus: get personal leave and prorated holiday pay, access to supplemental insurance and retirement accounts, many opportunities for development and growth including tuition reimbursement, and a robust employee appreciation program!

Apply now to join the CCPL team, and start uniting our communities “with information or services that they need to help them lead the best life that they can.”

Schedule: mornings (9-1) and evenings (415-815) during the week (Monday - Thursday), and every other Saturday.

Job Title: Customer Service Assistant

Job Summary: Performs a variety of duties within the Circulation Department under the direction of the Circulation Supervisor including technical services, clerical services and inter-library loan (ILL). Provides direct service to customers.

Essential Functions:

Functions listed are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

• Provides a consistently high level of service to others by assisting with requests, or locating appropriate resources for the request.

• Performs circulation and customer service duties including checkouts/ins, issuing cards, renewals, holds, informing customers of available resources, programs, and the status of their account, including the accurate collection of payment for fines and services.

• Troubleshoots issues, assists with customer accounts, and handles customer inquiries and complaints appropriately.

• Instructs/trains customers on use of equipment and devices, such as computers, printer/copiers, and fax machines.

• Maintains confidentiality of customers and their personal information.

• Performs interlibrary loan procedures which may include processing Request to Fill, daily delivery from other branches, and ILL emails.

• Assists with processing, shelving, weeding, discarding, inventory, and repair and cleaning of materials.

• Assists with and promotes library programs and services.

• Works at different locations throughout the CCPL system as needed.

• Attends meetings and participates in committees and organizations that further the Library's mission and goals.

• Professionally represents the library at community and organizational events that further the Library's mission and goals.

• Keeps abreast of library and job specific developments, trends and technologies by seeking out learning and training opportunities.

• Performs other duties as assigned.

General Competencies:

Employees are expected to demonstrate the following qualities at all times:

• Service to Others

• Expertise (Knowledge, Skill, Educational and Experience Requirements)

• Personal Leadership/Strategic Thinking

• Accountability/Responsibility

• Systems Thinking

• Teamwork

• Communication

• Problem Solving and Innovation

• Development of Self and Others

• Affirming and Enabling Diversity and Inclusion

Job Specific Performance Standards:

Employees are expected to meet the following performance standards:

• Demonstrates excellent service to others by addressing requests in a professional and timely manner;

• Accurately and efficiently checks items in/out;

• Accurately handles money transactions;

• Accurately and efficiently registers customers;

• Strong understanding of standard office equipment;

• Acknowledges and uses written Charles County Public Library procedures;

• Effectively handles customer complaints;

• Evaluates the physical condition of materials and takes appropriate action.

_________________________________________________________________

Required Knowledge, Skills, and Abilities:

The employee is expected to perform or possess the following:

• Ability to gain working knowledge of Charles County Public Library's policies and procedures.

• Ability to act as a representative of Charles County Public Library to the public.

• Effective communication and decision-making skills with strong customer focus.

• Ability to master procedures related to the circulation of library materials.

• Ability to keep all relevant parties informed of all major issues and to recommend changes as appropriate.

• Demonstrates sound judgment when making decisions.

• Knowledge of electronic resources, including the Internet and database information management.

• Ability to operate relevant computer systems, the integrated library system and standard office equipment including cash register and credit card machine.

• Demonstrates attention to detail and accuracy.

• Ability to work evenings, weekends and at other branches as needed.

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. This description also serves as the basis on which employees are evaluated

This and all Charles County Public Library positions are subject to transfer or reassignment.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Education and Experience Requirements:

• High school diploma or G.E.D.

• One year of customer service or related experience.

Physical and Environmental Conditions:

Work requires routine physical effort in the handling of moderately heavy materials of up to 40 pounds. Work requires standing for long periods of time and some stooping and bending.

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, libraries, classrooms or meeting and training rooms, e.g., use of safe workplace practices with office equipment and observance of fire and building safety regulations.

The Charles County Public Library extends equal opportunity to all qualified staff members and applicants for employment without respect to race, color, religion, national origin, ancestry, LGBTQ status, veteran status, sex, age, disability, or any other protected class under the law. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the human resources department by calling 301-934-9001, or via email hr@ccplonline.org.