Customer Service Representative I - Library Assistant - Osprey Public Library

Company: Sarasota County Government Careers
Location: Sarasota
Posted on: June 6, 2021

Job Description:

Department:

Libraries & Historical Resources

About Our Job

Will substitute from time-to-time other Library locations throughout Sarasota County in Libraries, Info Central and Historical Resources to provide direct service to customers, responding in person, by phone and e-mail to routine questions or requests for assistance. This position will work primarily at Osprey Library when not assigned to substitute elsewhere. Will support co-workers in daily operations; will remain informed of Libraries & Historical Resources initiatives and programs, as well as be familiar with the Department Business Plan.

Job Description:

Customer Service Skills and Responsibilities:

• Demonstrates positive customer service skills: courteous, sensitive, tactful, with rapport & discretion.
• Communicates well with others. Is a good listener. Speaks clearly and distinctly.
• Works well as a team to effectively solve problems and resolve conflicts. Supports and respects diversity.
• Demonstrates good judgement and intuition. Demonstrates ability to handle all types of customers and/or situations.
• Is open, sincere, honest and responsible. Is inquisitive, creative and eager to continue learning.
• Implements standards of service that ensure the prompt and efficient resolution of each inquiry.
• Provides assistance at all library locations and stations including: Circulation, Information Reference, Youth and Young Adult services. Assists users in locating, selecting, and using resources.
• Assists library users in person, by phone, or electronically, answering questions, and /or redirecting questions to the appropriate person. Provides directional and services related information to users.
• Represents Sarasota County to library users. Communicates library/county use policies and procedures to users. Is aware of County and library services and programs in order to better inform users.
• Possesses technical knowledge of phone, computer and library-related equipment and the ability to assist users.
• Contributes to the development of section policies, procedures, and plans of service including process improvements. Participates in planning, presentation, and evaluation of library sponsored programs.
• May facilitate in the setup of program rooms, materials, and equipment for public, library, and county events.
• Attends annual cash management training and is competent in all areas of business unit cash management.

Administration:

• Assists in materials checkout/check-in, retrieves and process reserves, billing and missing items processes as needed and other circulation duties including issuing and renewing library cards.
• Assists in cash management duties such as collecting fees, and Unique Management collections, including such duties as daily shift, drawer counts, and deposits as needed.
• Gathers statistical information as required and reports on a timely basis.
• Assists in sorting and processing mail, as needed.
• Performs routine equipment cleaning and maintenance.

Collection Development/Maintenance:

• Sorts and shelves materials and maintains an orderly arrangement of materials.
• Assists in operation and basic troubleshooting of automated materials check-in, emptying and swapping materials bins, and routine maintenance.
• Monitors physical condition of materials and recommends repair or de-selection.
• Promotes the collection and services through displays and other methods.

Staff Development:

• Participates in cross training in other sections and aids in cross training in their section. Seeks opportunities for continuing development of self and others.
• Trains, directs, and supervises volunteers as needed. Encourages volunteers to use individual talents.
• Keeps abreast of developments, new trends, and innovations in libraries.

Work Hours: 8:00 a.m. to 8:00 p.m. Part Time/20 Hours/Week - No medical and/or dental benefits offered for this part-time position. Work schedules may vary due to split shifts, rotations, on-call, emergencies, etc. Employee may be re-assigned to a different work location (other than original assignment) within the library system to meet changing service needs. Expected to participate in all hours of operation including daytime, evening and weekend hours, as well as hours at other locations.

About You

Minimum Qualifications: A High School Diploma or equivalent and one-year experience in public contact customer service work and proficiency in computer related to public response.

Preferred Qualifications: Customer service experience working in libraries or similar settings.

Job Competencies: Demonstrates customer service skills, courteous, sensitive, and tactful, with rapport and discretion. Ability to manage challenging customer service situations. Speaks clearly and distinctly. Supports and respects diversity. Good listener who communicates well with others and demonstrates openness, sincerity and honesty. Enjoys reading and using materials commonly found in libraries and helping others of all ages enjoy and use library resources. Technical knowledge of phone and computer hardware/software is required. Ability to use standard computers, software and business equipment.

Physical Demands: Must occasionally lift and/or move up to 50 pounds.

Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment in any class for a period of five (5) years.

About Everything Else

Pay: $12.37 - $15.15

This Posting is currently Open Until Filled

Employee Type:

Regular (Budgeted)

Benefits:

• Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more!
• For more information about employee benefits, please click this link or visit SCGov.net for additional information.
• Utilize our award-winning wellness program including free gyms and classes at multiple Sarasota County Government locations.
• Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)

Sarasota County Government is a Tobacco Free/Drug Free Workplace

Sarasota County Government promotes diversity and inclusion in its workforce and does not discriminate on the basis of race, color, gender identification or expression, genetic information, religion, national origin, marital status, age or disability. A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.

Keywords: Sarasota County Government Careers, Sarasota , Customer Service Representative I - Library Assistant - Osprey Public Library, Other , Sarasota, Florida