DIY Customer Service Specialist (Part-time)

Description

You are a member of a team that is the heart of the Elkridge Branch. A team that welcomes customers everyday with a friendly smile and a wave. You create memorable experiences for customers who return again and again. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

We are seeking a highly motivated individual to join our team as a part-time DIY Customer Service Specialist! The DIY (Do-It-Yourself) Education Center features a borrowing collection of tools and classes for customers (ages 21 and up), in categories such as home improvement, gardening, baking, crafting, and more. For a more detailed description of all that the DIY Education Center has to offer, information can be found here. We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off.

Ready to join one of North America’s leading and most transformative library systems to help us elevate services for our highly educated and supportive community?

Who You Are: 

• You are empathetic 
• You have practical, hands-on experience with a range of different tools and equipment 
• You are an experienced DIYer or hobbyist and love sharing your expertise with others 
• You engage well with others and love getting to know those around you 
• You are a problem solver and lifelong learner 
• You are reliable, flexible, energetic, and inspire fun 
• You are an excellent communicator and an active listener 
• You work well as part of a team, and are always willing to lend a hand 

A position you will love: 

• You enthusiastically welcome customers to the Elkridge Branch and DIY Education Center and provide a memorable customer experience 
• You demonstrate a well-rounded knowledge of the items in the DIY Education Center’s collection, and provide accurate information and instruction to customers  
• You check materials in and out and learn safe tool handling methods for retrieval and re-shelving of the HCLS DIY collection 
• You inspect, return and follow procedure for handling mis-matched and damaged DIY items. 
• You take great care of the DIY collection and regularly participate in shelf maintenance 
• You issue borrower cards to new customers 
• You gracefully resolve customer issues, reconcile records, and are comfortable with handling money 
• You are eager to learn new things and processes 
• You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone 
• You are reliable. You assist with open and closing of the building 
• You are comfortable with helping customers at the copy center or self check out as needed 
• You take ownership of your assigned projects within Customer Service Department 
• You sort and return materials to designated locations within the system 
• You value your time with fellow staff and attend staff meetings and training sessions 
• You show initiative and jump in where needed to perform other duties and special projects, as assigned 
• You can be depended upon to maintain regular and predictable attendance 
• You take pride in adhering to all policies and procedures 

We are guided by these shared responsibilities:

• Position Howard County Library System (HCLS) as a major component of public education for all ages
• Contributes to achieving HCLS' racial and social equity goals. Please view the Brave Voices, Brave Choices initiative.
• Effectively live the Seven Pillars of HCLS' strategic plan (Authentic Values, Strategic Vocabulary, Everyone a Leader, Winning Teamwork, Community Partnerships, The Power of Us, and Fiercely Loyal Customers), motivating others to do so as well
• Fully embrace HCLS' educational mission, effectively communicating our curriculum, which comprises Three Pillars (Self-Directed Education, Research Assistance & Instruction, Instructive & Enlightening Experiences)

Requirements

Do you have what it takes?

• High School diploma or equivalency certificate
• People skills – ability to work effectively with staff and customers of various races and ethnicities and enjoy it
• Exemplifies extraordinary customer service skills
• Ability to clearly communicate safe procedures to customers to ensure safe use of borrowed HCLS items
• Demonstrate a passion for working with a diverse public
• Working knowledge of a variety of tools, craft and art materials.
• Ability to read, write, speak, and understand English effectively
• Ability to understand and retain detailed instructions
• Tech savvy – ability to use programs/processes such as the Internet, office applications, as well as other library related programs and accurate keyboard skills
• Ability to use a cash register
• Current valid driver’s license

Your job will involve being on the move at work:

• You need to stand, walk, bend, stoop, squat, reach, and push/pull carts
• Strenuous activity required, such as carrying tools, bags or boxes of books or arranging rooms for events and classes
• Some driving required

Additional information:

• Position currently located at the Elkridge Branch
• Grade 3; Salary range $17.33 - $30.38/hour
• Part: 20 hours per week, Monday – Saturday, including two nights per week, alternating Fridays and Saturdays, and a maximum of three Sundays per month
• Works under the supervision of the Customer Service Supervisor
• Position closes Monday, July 31, 2023

EEOC STATEMENT

Howard County’s diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Howard County Library System takes pride in providing equal employment opportunities.