PT Customer Service Technician

Job Description

Job Description

Salary :

Job Title : Customer Service Technician

Location : Winthrop Public Library

FLSA Status : Hourly, Non-Exempt

Hours : FTE 0.80 (32 Hours)

Wage : Grade G, $21.83-$29.34

Bargaining Unit : Unit 1

Position Summary :

Performs intermediate skilled human support work providing assistance with library programming and outreach activities, assisting library patrons, issuing library cards, checking materials in and out, and related work as apparent or assigned. Work is performed under the moderate supervision of the Branch Supervisor.

Core Competencies :

At NCW Libraries, we believe that the foundation of our success lies in the unique abilities and skills each team member brings to the table. The core competencies outlined below represent the key attributes and behaviors that are essential for excelling in this role. We seek individuals who embody these qualities and are committed to fostering a dynamic, innovative, and collaborative work environment. If you possess these competencies, we encourage you to apply and join us in driving NCW Libraries forward.

Ethical Practice : Consistently demonstrates integrity through behavior, character, and action. Reliably applies good judgment that reflects organizational values.

Professionalism : Completes work to a set standard, both as an individual and part of a team. Exhibits competence and proficiency, and consistently demonstrates accountability. Serves as a positive representative of the library district both at work and in the community.

Building Respectful Relationships : Promotes confidentiality and trust, fosters a positive culture, and exhibits respect with all verbal and nonverbal communication.

Effective Communication & Collaboration : Provides concise, timely, and accurate information through appropriate channels, internally and externally. Welcomes and offers constructive feedback. Listens actively and works effectively with others to achieve organizational goals and objectives.

Adaptability : Responds positively to organizational change and shows a willingness and flexibility to learn and develop. Able to assess and make decisions in the moment, even when lacking complete information. Remains calm during tense or challenging situations or periods of stress.

Valuing Diversity & Promoting Inclusiveness : Values diverse perspectives, consistently exhibits inclusive behavior, and cultivates respect for all individuals, groups, and cultures. Approaches relationships and communication with staff and community with respect and recognizes opportunities for their own personal learning and growth.

Library Advocacy & Intellectual Freedom : Promotes and supports the fundamental purpose of the public library, including mission, vision, and strategic directions of NCW Libraries. Understands and can articulate the librarys role in providing free and equal access to ideas, information, resources, and services, from all points of view, without restriction, to every individual.

Essential Duties & Responsibilities :

• Provides prompt, courteous support to internal and external customers.
• Pull, sorts, and processes circulation materials and supplies, assesses materials for weeding, performs data entry for a variety of transactions into the appropriate system.
• Processes returned circulation materials, requests, and fills orders; receives payments, and answers reference questions.
• Provides guidance with technological issues.
• Resolves patron complaints or challenges.
• Requests and distributes library promotional displays / materials via print and electronic media.
• Develops and promotes library programming for all ages.
• Organizes, arranges, and shelves materials as needed.
• Assists in library opening and closing procedures.
• Manages difficult patron situations in a calm, professional manner.
• Promotes teamwork, collaboration, and inclusion.
• Stays abreast of library policy and procedure.
• Possesses knowledge and the ability to promote library advocacy and intellectual freedom.
• Other duties as assigned.

Knowledge, Skills and Abilities :

Required Qualifications :

Dont meet every single qualification? Studies show that many diverse candidates may hesitate to apply for a position unless they meet every requirement. At NCW Libraries, we believe that the unique perspectives and lived experiences you bring are valuable assets. If you are passionate about our mission and think you are a good fit for this role, we encourage you to apply even if your work history doesnt align perfectly with every qualification in the job description. Your skills and experience may be exactly what we are looking for.

Education & Experience :

Special Requirements :

Compensation and Benefits :

The pay grade for this position spans from $21.83-$29.34 / hour, with 11 steps in the pay scale. Employees with good performance can expect to receive an annual step progression of 3% on their anniversary date as adopted in the annual budget.

Employee Assistance Program (EAP).

Employer Paid Dental, Vision and Life and LTD for the employee.

Medical coverage available (most plans paid in full for the employee).

12 paid holidays throughout the year, plus 2 personal holidays of their choice.

8 hours of sick leave accrued per month for full-time employees.

8 hours per month vacation leave accrual for full-time employees; this increases over time based on years of employment.

Other types of paid time off for a variety of situations, including jury duty and bereavement leave.

Eligibility for additional voluntary life and ADD insurance, income protection plans, flexible spending accounts, deferred compensation, identity and fraud prevention, legal protection, pet insurance and BenefitHub Discounts.

Work Environment & Physical Demands :

Equal Opportunity Employer :

NCW Libraries is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all walks of life and are committed to supporting diverse talent. We ensure all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by law. If you need assistance or accommodation during the application process due to a disability, please contact us at HR@ncwlibraries.org.

Salary : $22 - $29