Customer Services Specialist

Naperville Public Library

Full-time

On-site

Naperville, Illinois, United States

January 23, 2025

$19.80-$19.80,Hourly

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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.
Routes materials that need repair or are missing components according to established guidelines.
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 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: