Job Description
Job Title: Customer Service Associate
Department: Operations
Reports to: Customer Service Manager

JOB PURPOSE:
The Customer Service Department is responsible for facilitating customer account success and connecting users to resources across the Library. The Customer Service Associate assists customers and staff by promoting positive customer interactions and providing a seamless customer experience.

Essential Job Duties:
1. Greet and assist customers regularly and represent the Library’s brand by providing a positive image at all times.
2. Promote and instruct customers in the use of Library services and direct customers appropriately for additional assistance. Coordinate with other departments on Library services as needed.
3. Perform all circulation duties independently at service points, including checking in and out of materials, processing customer account transactions, administering library card applications, and facilitating material searches.
4. Ensure all policies of the Barrington Area Library are followed. Interpret Library policy to resolve customer inquiries effectively within the scope of the position and utilize independent judgment to guide the customer toward the best solution.
5. Execute various communication activities, on-site within the call center or remotely, such as utilization of multi-line phone, e-mail, instant message, and text to resolve customer inquiries.
6. Assist customers in making meeting room, study room, and program reservations utilizing the Library’s software system.
7. Troubleshoot departmental equipment issues and utilize ticketing system as needed.
8. Assist with training of new customer service staff as needed.
9. Attend Library meetings, serve on planning committees, and participate in outreach activities as requested.
10. Perform other duties as assigned.

Qualifications
To be considered for this position, candidates must meet the following qualifications:

• Work experience providing successful customer service with diverse groups of people.
• General understanding of library services or other customer-driven environments.
• Effective problem-solving ability along with strong communication and collaboration skills.
• Flexibility to work rotating and various work shifts, including evenings and weekends.
• Working knowledge of Microsoft Office software and ability to learn internal ILS software.
• Ability to travel locally as needed.

Competencies
After a training period, this position will be expected to:

• Enhance the customer’s experience through exceptional service.
• Represent the Library’s brand by providing best solution strategies that gratify both the customer and the Library.
• Effectively collaborate with internal and external customers.
• Understand Library technology and procedures.
• Strategically balance the Library’s goals and customer needs.

Education and/or Other Requirements:

• Completion of a High School diploma or equivalent.
• Relevant work experience in a library or customer-driven position is preferred.

Physical Requirements:

1. Frequent need to see, walk, sit, stand, talk, and hear.
2. Occasional need to bend, stoop, kneel, and crouch.
3. Ability to read, write, and communicate fluently in English.
4. Dexterity to perform data entry on a computer, laptop, iPad, or other electronic device.
5. Visual acuity sufficient to read print in 10-point font.
6. Physical dexterity to reach shelves of various heights, push full carts, and lift heavy containers occasionally (up to 40 pounds) during a work shift.

Note:
This job description describes a general category of jobs. In order to meet the needs of the Barrington Area Library or its departments, employees may be assigned other duties, in addition to or in lieu of those described above, and any duties are subject to change at any time.

The Barrington Area Library is an Equal Opportunity Employer. In compliance with the Americans With Disabilities Act, the Library will review a reasonable request for accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.