Customer Services Specialist- 95th St Library

POSITION SUMMARY

The Customer Services Specialist supports all Customer Services functions. Assists with all customer-related services, trains staff, maintains staff schedules, oversees staff workflow, and resolves customer services related issues.

RESPONSIBILITIES

• Performs customer services activities for the library, including processing and routing materials, registering customer accounts and collection of fees.
• Understands and assists in enforcing the Library’s policies and procedures; training staff as needed.
• Ensures excellent customer service. Supports and provides backup to staff as needed and handles escalated issues.
• Assists in the development of new services and procedures to enhance the customer experience.
• Collaborates with relevant staff and departments to coordinate outreach.
• Periodically serves as Person In Charge (PIC), providing support for employees, customers, and facility issues.
• Coordinates workflow and scheduling of the customer services staff to maximize efficiency and resolve issues.
• Performs opening and closing procedures including money handling and resolution of credit card transactions.
• Responds to customer and staff queries. Proactively identifies and finds solutions to customer service issues.
• Assists customers with locating materials, placing holds and provides support to other public service desks.
• Oversees other staff and volunteers, as needed; assigns and verifies work.
• Prepares reports and statistics for management review as requested.
• Maintains inventory of department supplies and merchandise.
• Provides feedback to management on implementation of new policies/ procedures and improvements to customer services.

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 system-wide issues.
• Provides quality assistance to customers and staff by seeking to understand their 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. Completes tasks and projects in a timely manner.
• Demonstrates appropriate money management responsibilities.
• Responsive to change and demonstrates adaptability.
• Takes responsibility for consistent completion and follow-up 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

• Two years of college or specialized training program.
• Minimum two years of relevant experience.
• Bilingual proficiency a plus.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Communicate with staff and customers in person and over the phone.
• May require either being in a stationary position or moving about for prolonged periods.
• Moves equipment or library materials weighing up to 50 lbs.
• Must have reliable means of transportation to attend meetings, conferences, and perform work in other locations.
• May require appropriate dealings with hazardous materials.

BENEFITS 

The benefits for this position include:

• Annual Vacation Accrual: 3 weeks per year
• Holidays: 7 days per year
• Annual Sick Accrual: 12 days per year
• 12 weeks paid parental leave
• Illinois Municipal Retirement Fund (Pension Plan)
  
• Health Benefits available (medical, dental, vision)
  
• Training and development opportunities

WORK SCHEDULE 

Monday               12:30 AM – 9:00 PM

Tuesday              8:30 AM – 5:00 PM

Wednesday         8:30 AM – 5:00 PM

Thursday             8:30 AM – 5:00 PM

Friday                  8:30 AM – 5:00 PM

One weekend/mo.

Saturday             8:30 AM – 5:00 PM

Sunday               12:30 AM – 9:00 PM

*Schedule may change

To learn more about us, go to https://www.naperville-lib.org/jobs and Diversity, Equity & Inclusion | Naperville Public Library, IL (naperville-lib.org)

Salary : $21