About

Customer Service Assistant

Job Objectives

 This position is responsible for courteous service and accurate processing of materials and payments. Creating interest in services offered, our service staff will promote library programs and activities while reinforcing library policies with positive tact and consistency in all locations. Customer Service assistants will assist patrons of all ages and abilities to navigate our collection, online resources, and services.

A Customer Service position requires an enthusiastic, service-oriented individual with the ability to multitask and organize. This position performs clerical and technical duties, involving checking out and receiving materials, payment processing, Book processing, providing information and assistance, and the general organization of materials. Computer skills are a must, as well as a good rapport with children and adults. Enthusiastic promotion of library resources is a must. Some weekend and evening hours are required.

Work Environment

Work is performed primarily in an indoor office/classroom setting. At times, outreach events will require operating off-premises.

Reports to:

Library Director, works closely with Circulation Staff, Librarians, Children’s Dept, volunteers, and the public for a team-oriented work environment.

Essential Functions and Responsibilities:

• Check in/out library print and non-print materials, following established processing procedures.
• Calculate and collect correct funds from patrons and conduct all financial transactions with correct procedures and accuracy.
• Process new and replacement library cards, while promoting library services.
• Respond to public inquiries positively and courteously: provide information within the scope of knowledge and make reference to appropriate staff when needed.
• Enforce library policies and procedures with positive tact and consistency.
• Follow established open and close procedures with responsibility for the security of property and personnel.
• Assist with collection maintenance and collection functions as assigned.
• Patience and courtesy are needed for service to all ages and abilities.
• Maintain the library in a neat and orderly appearance, and conduct work with a positive demeanor.
• Processes Memorial/Honorarium donations when needed.
• Process library materials to add to collections or perform book repairs when needed.
• Assist with shelf maintenance when requested.
• Ordering of library supplies when needed.
• Assistance with the maintenance of the collection when requested.
• Assists with Interlibrary Loan processing when possible.
• All other assistance as assigned when needed for productive library operations.

Knowledge, Skills and Abilities:

• Good communication skills, including phone, in-person, or online interactions.
• Significant keyboarding skills and the ability to sit and use a computer for extended periods of time.
• Ability to stand or sit for extended periods of time in desk service.
• Attention to detail, accuracy, and understanding of financial transactions.
• Ability to learn and understand automated library systems and computer functions.
• Ability to enthusiastically promote library services and resources.
• Ability to handle multiple transactions and interruptions with patience.
• Ability to bend, stoop, and lift for prolonged periods in cramped spaces.
• Ability to work a schedule that includes weekend, evening, and weekday hours,
• accommodating change when needed, supporting a team-oriented environment.
• Ability to converse with all ages to determine and meet reading needs.
• Ability to promote positive library functions with all communications and interactions.
• Ability to understand and support all library policies.

Tools and Equipment:

Office equipment such as a computer, fax, printer, copier/scanner, telephone system, credit card terminal, paper cutter, and postage meter. Possibility of laminator, enlarger, glue guns, or book repair supplies. Ability to lift 30 lbs and be able to push a cart of up to 100 lbs.

Please submit a cover letter and resume to director@indianafreelibrary.org