Customer Services Assistant

The **Customer Services Assistant **assists customers with the optimal use of Library services. Provides consistent, accurate, and timely handling of Library materials for circulation. Provides quality customer service and collaborates with staff to resolve circulation related issues. Contributes to the general order and care of facilities and Library materials.  

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 self-check 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 system-wide 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 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

• High school diploma or equivalent. 

• Minimum two years of customer service 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 35 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                                            8:30 AM - 5:00 PM

Tuesday                                            8:30 AM - 5:00 PM

Wednesday                                      12:30 PM - 9:00 PM

Thursday                                          8:30 AM - 5:00 PM

2 Fridays                                          8:30 AM - 5:00 PM

2 Fridays                                          12:30 PM - 9:00 PM

Saturday                                           8:30 AM - 5:00 PM

2 Sundays                                        12:30 PM - 5:00 PM

2 Sundays                                        12:30 PM - 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)