Position Summary
This customer service focused position is the face of The Library, providing exceptional customer service to meet the needs of the community. This position will be assigned to three locations.
This position requires flexibility and the ability to adapt to each location as needed. Once trained, this position should be able to work independently and be confident in their ability to learn new tasks quickly.
Required Performance Standards
- Communications: Writes and speaks clearly, logically and concisely. Listens effectively. Demonstrates small and large group communication skills. Keeps colleagues, team members and supervisors well informed. Participates in group discussions.
- Customer Service: Presents welcoming behaviors. Remains helpful and professional with customers. Responds quickly and cooperatively to requests from staff or public. Follows Dauphin County Library System’s (The Library) guidelines and training for customer service approach. Demonstrates ability to determine customer's needs. Follows up on customer transactions.
- Analytical Skills/Problem Solving/Decision Making: Uses sound judgment in making decisions. Constructively manages conflict. Works with others to solve problems and achieve results.
- Technological Skills: Demonstrates ability to use computers. Demonstrates ability to access and use the Internet and electronic databases. Demonstrates ability to use and maintain equipment basic to job.
- Workplace Maintenance/Management: Maintains and manages workplace security and safety. Pays attention to personal workspace housekeeping.
- Flexibility and Adaptability: Remains calm in difficult, ambiguous, and challenging situations. Responds appropriately to changes in direction and priorities. Adapts personal style to work situations. Takes corrective action when required.
- Interpersonal and Group Relationships: Willing to work with and for others. Supports and facilitates cooperation among others.
- Professional Standards and Ethics: Protects and values member confidentiality and organizational security. Supports mission and vision of the library. Upholds American Library Association's Library Code of Ethics as interpreted by The Library. Works toward furthering a library-conscious community.
- Professional Development and Leadership: Seeks opportunities to pursue one's personal goals and those of the organization. Sets and models high performance standards. Encourages others to make good decisions and take ownership in decision-making and problem-solving.
- Time and Workflow Management: Manages personal time effectively. Manages workflow effectively.
Environmental Conditions
Primarily works indoors, seated at a desk, using a computer. Travels among facilities. Provides own transportation and is reimbursed accordingly.
Essential Functions
- Implements and monitors exceptional customer service.
- Manages member accounts through The Library’s online software. This includes creating library accounts, placing holds, collecting fines, and checking in and out library materials.
- Helps members to locate library materials, provides Reader’s Advisory services, and answers basic reference questions.
- Instructs members in the use of online resources including the catalog, databases and Internet.
- Assists the members with basic computer use, including but not limited to signing on to computer, use of the mouse, keyboard, and personal storage devices. This also includes troubleshooting basic computer issues.
- Provides courteous assistance to the public by phone and in person, giving information about library programs and services.
- Explains library policy and procedures and handles complaints and public behavior problems, referring more demanding situations to the supervisor.
- Assist pages and volunteers with shelving items in alphabetical or Dewey Decimal order and maintaining the order of materials on shelves or display units.
- Assists with events and programs held on site and in the community.
- Opens and/or closes the branch and has responsibility for building security.
- Attends staff meetings and continuing education workshops.
- Assists at other libraries to provide coverage as needed.
- Lives by the Core Values.
- Performs other related duties.
This is a 20 hour per week position that floats between three libraries. The proposed schedule is Monday and Tuesday from 2:00-7:00 p.m. at either McCormick Riverfront or Madeline Olewine Memorial Library and on Wednesday and Thursday from 2:00-7:00 p.m. at George and Hettie Love Memorial Library.
Minimum Qualifications
Education/Training: High school diploma or General Equivalency Development (GED) preferred.
Experience: One year of customer service experience dealing with the public. Microsoft Office Suite or equivalent experience, performing data entry.
Required: Excellent customer service and communication skills, ability to move 35 lbs. unassisted. Ability to reach and bend to place books on shelves, kneeling and sitting on the floor during programs. Requires independent transportation for travel to libraries, programs, and outreach locations.
