Henderson Libraries
Description
Provides excellent library customer service in the Customer Care Department, a rapid-response "ready reference" service to the public and Henderson Libraries' branches; assists with circulation, ready reference, library downloadable content and general library service and information; responds to customer questions submitted via phone, email, text, instant message, and social media.
Supervision Received and Exercised Receives direct supervision from higher-level supervisory positions. Essential and Marginal Functions Essential and marginal functions and responsibilities may include, but are not limited to the following: Essential Functions:
Provides excellent library customer service by assisting with circulation, ready reference, readers' advisory, library downloadable content, remote computer assistance, and general library service and information questions in the Customer Care Department. Responds to customer contacts submitted via phone, email, instant message and social media. As needed, works with IT to update phone messages and web banners for temporary changes in hours or service (i.e. Holiday hours, a branch closes due to power outage). Monitors and sorts department email and other contacts for statistical tracking. Keeps current on all library services, products, and events in order to assist customers. Actively seeks out information regarding changes or new offerings at Henderson Libraries and shares within department. Maintains familiarity with Henderson community services and events to better assist customers. Adds to, maintains, and utilizes scripts for telephone and written communication in the Henderson Libraries knowledge base. Assists with the support and management of non-traditional library materials. Informs library patrons of library policy. Marginal Functions:
Maintains orderly appearance of department and library premises. Maintains supplies and forms; request replacements. Performs database cleanups. Participates in department opening and closing procedures. Assists in the preparation of manuals and procedures. Attends staff, departmental, library, and district-wide meetings; may participate in committee service and special events. Promotes library services and programs. Performs related duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Knowledge, Skills, and Abilities Knowledge of:
Basic public library operations and organization. Modern office methods, practices and procedures. Skill in:
Keyboarding at a level necessary for successful job performance. PC productivity applications such as word processing, spreadsheets, presentation and databases. Ability to:
Demonstrate excellent customer service. Ability to maintain customer focus and build relationships while multi-tasking in a fast-paced environment. Excellent phone voice, strong oral and written communication skills, and strong interpersonal skills. Work with the public and staff effectively and efficiently, including handling difficult or dissatisfied people. Learn various library computer procedures, specialized software applications, popular e-readers and tablets, and operate library computer equipment. Work a varied schedule, which may change periodically, including weekends and evenings, may work in other libraries as needed. Work well with a wide variety of people, and adapt to changes within the organization as they may occur. Use initiative and judgment in a wide variety of situations. Work independently and as part of a team. Work under pressure in a busy atmosphere. Work Environment and Physical Demands
Office environment with heavy phone usage, handling multiple tasks with frequent interruptions. Normal physical activity including standing or sitting for extended periods, walking, bending, lifting up to 25 pounds, and pushing/pulling up to 75 pounds, upon occasion. Keyboarding and working at a computer monitor required. Reading, speaking, and listening required. Interaction with library users may include stressful situations related to enforcing library polices or resolving problems. Requirements
High school graduate or other equivalent. Two (2) years of college level course work (40 college credits) or two (2) years library experience preferred.
Provides excellent library customer service in the Customer Care Department, a rapid-response "ready reference" service to the public and Henderson Libraries' branches; assists with circulation, ready reference, library downloadable content and general library service and information; responds to customer questions submitted via phone, email, text, instant message, and social media.
Supervision Received and Exercised Receives direct supervision from higher-level supervisory positions. Essential and Marginal Functions Essential and marginal functions and responsibilities may include, but are not limited to the following: Essential Functions:
Provides excellent library customer service by assisting with circulation, ready reference, readers' advisory, library downloadable content, remote computer assistance, and general library service and information questions in the Customer Care Department. Responds to customer contacts submitted via phone, email, instant message and social media. As needed, works with IT to update phone messages and web banners for temporary changes in hours or service (i.e. Holiday hours, a branch closes due to power outage). Monitors and sorts department email and other contacts for statistical tracking. Keeps current on all library services, products, and events in order to assist customers. Actively seeks out information regarding changes or new offerings at Henderson Libraries and shares within department. Maintains familiarity with Henderson community services and events to better assist customers. Adds to, maintains, and utilizes scripts for telephone and written communication in the Henderson Libraries knowledge base. Assists with the support and management of non-traditional library materials. Informs library patrons of library policy. Marginal Functions:
Maintains orderly appearance of department and library premises. Maintains supplies and forms; request replacements. Performs database cleanups. Participates in department opening and closing procedures. Assists in the preparation of manuals and procedures. Attends staff, departmental, library, and district-wide meetings; may participate in committee service and special events. Promotes library services and programs. Performs related duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Knowledge, Skills, and Abilities Knowledge of:
Basic public library operations and organization. Modern office methods, practices and procedures. Skill in:
Keyboarding at a level necessary for successful job performance. PC productivity applications such as word processing, spreadsheets, presentation and databases. Ability to:
Demonstrate excellent customer service. Ability to maintain customer focus and build relationships while multi-tasking in a fast-paced environment. Excellent phone voice, strong oral and written communication skills, and strong interpersonal skills. Work with the public and staff effectively and efficiently, including handling difficult or dissatisfied people. Learn various library computer procedures, specialized software applications, popular e-readers and tablets, and operate library computer equipment. Work a varied schedule, which may change periodically, including weekends and evenings, may work in other libraries as needed. Work well with a wide variety of people, and adapt to changes within the organization as they may occur. Use initiative and judgment in a wide variety of situations. Work independently and as part of a team. Work under pressure in a busy atmosphere. Work Environment and Physical Demands
Office environment with heavy phone usage, handling multiple tasks with frequent interruptions. Normal physical activity including standing or sitting for extended periods, walking, bending, lifting up to 25 pounds, and pushing/pulling up to 75 pounds, upon occasion. Keyboarding and working at a computer monitor required. Reading, speaking, and listening required. Interaction with library users may include stressful situations related to enforcing library polices or resolving problems. Requirements
High school graduate or other equivalent. Two (2) years of college level course work (40 college credits) or two (2) years library experience preferred.