Customer Service Assistant
Job Title: Customer Service Assistant
Location: Sellers Memorial Branch, Municipal Branch, Primos Branch
Reports to: Manager at each location
Classification: Part-Time; Non-Exempt
POSITION SUMMARY
Performs varied circulation tasks. Acts as initial contact for patrons for most patron needs. Performs paraprofessional library tasks as assigned. Performs additional clerical tasks as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
o Carry out basic circulation procedures including, but not limited to:
o Checking items in and out to patrons
o Processing patron notices
o Registering new patrons
o Handling patron transactions such as collecting fines, hold requests, renewals, program registrations, etc.
o Answer and properly handle or route incoming phone calls
o Make phone calls as needed for holds, program reminders, etc.
o Act as first contact for patrons:
o Answer patron questions
o Route patron questions to other personnel as appropriate
o Assist patrons with library services such as location of library materials, computer catalog, library databases, fax and copy machines
o Assist patrons with readers advisory
o Educate patrons about library programs and services
o Assist in implementation and application of library policies
o Assist patrons with public access computers
o Obtain items for patrons from shelves and/or storage areas as necessary
o Shelve items as necessary
o Prepare materials for programs
o Assist in maintaining proper condition of collection and library
o Carry out opening and closing procedures
o Process returns and holds from other libraries via the county delivery system. Process mail including magazines and newspapers
o Cover books as needed
o Substitute for other staff as necessary
o Establish and maintain effective working relationship with co-workers, supervisors, and patrons
o Practice safety at all times and report any safety concerns promptly
o Participate in scheduled educational and developmental activities, such as
o Library staff in-service days
o Staff meetings
o Job related seminars, webinars, workshops and technology training
o Job related committees
EDUCATION AND EXPERIENCE
o Requires high school diploma or equivalent; some college preferred
o Experience in libraries preferred
SKILLS AND ABILITIES
o Demonstrable competence in
o Customer service skills
o Communication skills, both oral and written
o Telephone skills
o Basic computer skills, including facility with email, internet, social media, and other Web 2.0 sites. Familiarity with Microsoft Office desired
o Basic mathematical skills
o Ability to multi-task
OTHER REQUIREMENTS
o PA State Child Abuse History and Criminal Record clearances as required by PA state law upon employment
o Upper Darby Township or Upper Darby School District residency is preferred at time of hire.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individuals may need to sit or stand as needed. May require walking primarily on a level surface periodically throughout the day. Climbing stairs. Reaching above shoulder heights, below the waist or lifting as required to shelve books or other materials throughout the workday. Proper lifting techniques required. May include lifting up to 50 pounds for books and bags/boxes of materials on occasion. Must be able to push/pull book carts up to 300 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For the most part, ambient room temperatures, lighting and traditional office equipment as found in a typical library environment.
PLEASE NOTE: This job description is not designed to contain all of the activities, duties or responsibilities that are required of the employee. Other duties may be assigned to meet library needs.