Call Center Specialist- PT (20/24 Hrs.)- Main Circulation

PURPOSE OF JOB
This position serves as a primary contact point for customers contacting the library through phone, chat, and e-mail. Ensures a positive customer experience by determining customer needs, analyzing and solving problems, and connecting customers to appropriate locations, departments, and resources.
PRINCIPAL DUTIES AND RESPONSIBILITIES

• Answers basic reference and directional questions over the phone, chat, and by e-mail. Assists customers with library website navigation including accessing the catalog, electronic resources, meeting rooms, and events. Regularly provides support and troubleshooting for eContent services, including eReaders.
• Assists customers with library card accounts over the phone, chat, and by e-mail; including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Assists with location operations including opening and closing procedures; ordering and maintaining location supplies; and ensuring that the location is neat, orderly, appealing and inviting to staff
• Assists with maintaining knowledge bank; may assist with creating daily schedules, gathering and reporting statistical data, and other clerical duties as assigned.
• Interprets library expectations written for in-person service in light of virtual interactions. Offers suggestions for edits as appropriate.
• Provides training on library technology to customers and staff one-on-one; may assist Information staff in classroom settings. Responsible for trouble shooting technology problems at the location, notifying and coordinating with Information Technology staff as needed.
• Performs additional duties as assigned including serving on task forces, committees, etc. May be asked to fulfill duties of the CSA and CSS.

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QUALIFICATIONS AND REQUIREMENTS*

• High school diploma or G.E.D.
• Ability to express self effectively and concisely, both orally and in writing.
• Knowledge of Internet and database services.
• Strong phone, verbal communication, and active listening skills.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job related equipment and systems.
• Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements.

NOTE: This is a stationary position that requires answering phones, chats, and e-mails for 90% of a shift.
SCHEDULE
Combination of mornings, afternoons, evenings & weekends, alternating Friday/Saturday. Sundays as assigned.

Job Type: Part-time

Work Location: Multiple Locations