About

Position: Customer Service Assistant

Status: Part-time (20 Hours), Non-exempt

Schedule: Flexible (includes evenings and weekends)

Reports to: Library Director and Professional Librarians

Job Summary

The Customer Service Assistant is the "face" of the Indiana Free Library. This position is responsible for providing courteous, high-quality service while accurately processing library materials and financial transactions. Beyond clerical duties, this role acts as a library ambassador—promoting programs, assisting patrons of all ages and abilities with technology and resources, and ensuring a safe, welcoming environment through the consistent application of library policies.

Essential Functions & Responsibilities

Patron Services & Outreach

• Circulation Management: Process check-outs, returns, and renewals for print and non-print materials; manage new and replacement library card registrations.
• Information Assistance: Respond to public inquiries in person, via phone, or online; provide basic reference assistance and escalate complex requests to professional staff.
• Promotion: Enthusiastically share information about library programs, digital resources, and community services.

• Policy Enforcement: Explain and enforce library rules and safety procedures with "positive tact" and consistency.

   

Technical & Clerical Operations

• Financial Transactions: Calculate and collect fees, process payments with high accuracy, and handle Memorial/Honorarium donations.
• Administrative Support: Manage open/close procedures to ensure the security of the facility; order library supplies as needed.

• Interlibrary Loan (ILL): Assist with the processing and tracking of materials from other library systems.

   

Collection & Volunteer Coordination

• Collection Maintenance: Assist with shelf-reading, weeding, and general organization; perform book repairs and process new materials to be shelf-ready.

• Facility Care: Maintain a neat and orderly appearance throughout the library.

   

Knowledge, Skills, and Abilities

• Communication: Exceptional interpersonal skills; ability to build rapport with patrons of all ages (children through seniors).
• Technical Proficiency: Strong keyboarding skills and the ability to navigate automated library systems (ILS), online databases, and standard office software.
• Detail Orientation: High level of accuracy in financial record-keeping and data entry.
• Adaptability: Ability to handle frequent interruptions and multi-task effectively in a fast-paced environment.

• Professionalism: Maintains patron confidentiality and presents a positive image of the library at all times.

   

Physical Requirements & Work Environment

• Environment: Primarily an indoor office/library setting; occasional off-site outreach events.
• Physical Demands:
  • Ability to stand or sit for extended periods at a service desk.
  • Frequent bending, stooping, reaching, and lifting (up to 30 lbs).
  • Ability to push/pull loaded book carts (up to 100 lbs).
• Tools Used: Computers, scanners, multi-line phone systems, credit card terminals, printers/copiers, and various book repair tools (paper cutters, laminators, etc.).

Education & Experience Requirements

• Minimum: High School Diploma or GED required.
• Preferred: Associate’s or Bachelor’s degree, or equivalent experience in a library, education, or high-level customer service setting.
• Clearances: Must be able to obtain and maintain relevant Pennsylvania background clearances (Child Abuse, Criminal History, and FBI Fingerprinting).

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