POSITION SUMMARY

The Customer Services Specialist supports all Customer Services functions. Assists and acts as Lead with all customer-related services, trains staff, maintains staff schedules, coordinates staff workflow, and resolves customer services related issues.

RESPONSIBILITIES

Performs all customer services activities for the Library, acts as lead to Circulation Assistants and Customer Services Assistant teams, processes and routes materials, verifies customer accounts and reports, collects fees and troubleshoots customer issues. Upholds the highest standards of customer service with polite, helpful, and efficient interactions with vendors, customers, and staff. Understands, supports and assists in enforcing the Library’s policies, procedures, and guidelines. Trains Customer Services staff in all job responsibilities, including Sierra, Kronos and Munis ESS databases. Ensures excellent customer service. Supports and provides backup to public service desk and workroom staff as needed and handles escalated issues. Assists in the development of new services, procedures, and guidelines to enhance customer experience. Supports and guides Used Book Sale functions. Determines damaged/lost material for billing. Organizes and supports and participates in the LINKin consortium. Collaborates with relevant staff and departments to coordinate outreach and Sierra training. 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 maintain coverage. 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. Works with staff and volunteers to assign and verify 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, guidelines and improvements to customer services. Routes materials that need repair or are missing components according to established guidelines. Attends professional development opportunities.

KNOWLEDGE/SKILLS/ABILITIES

• Proficient in relevant computer software programs including Microsoft Office and Outlook. Possesses strong technical skills.
• Uses computer software and common office equipment to complete tasks; keeps current in relevant technology.
• Demonstrates strong written, verbal communication and interpersonal skills working effectively with diverse cultures, interpersonal styles, abilities, and backgrounds.
• Demonstrates exceptional customer service, providing quality assistance to vendors, customers and staff.
• Provides quality assistance to customers and staff by seeking to understand their needs and providing relevant support.
• Uses problem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.
• Maintains confidentiality and remains calm in all situations.
• 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:

• Annual Vacation Accrual: 3 weeks per year
• Holidays: 7 days per year
• Annual Sick Accrual: 12 days per year
• 12 weeks paid parental leave
• Illinois Municipal Retirement Fund (Pension Plan)
• Health Benefits available (medical, dental, vision)
• Training and development opportunities

WORK SCHEDULE

Monday 8:30 a.m. – 5 p.m.
Tuesday 12:30 p.m. – 9 p.m.
Wednesday 8:30 a.m. – 5 p.m.
Thursday 8:30 a.m. – 5 p.m.
Friday 8:30 a.m. – 5 p.m.
One weekend/mo.
Saturday 8:30 a.m. – 5 p.m.
Sunday 12:30 p.m. – 9 p.m.

*Schedule may change

To learn more about us, go to https://www.naperville-lib.org/jobs and Diversity, Equity & Inclusion | Naperville Public Library, IL