Customer Services Assistant II (Nichol's Library)

Job Title: Customer Services Assistant II

Department: Customer Services, Nichols Library

Application Deadline: Open Until Filled

POSITION SUMMARY

The Customer Service Assistant II assists customers with the optimal use of Library services. Provides consistent, accurate, and timely handling of Library materials for circulation. Provides quality customer service and collaborates with staff to resolve circulation related issues. Contributes to the general order and care of facilities and Library materials.

RESPONSIBILITIES

• Performs customer service activities for the Library, including processing and routing materials, issuing library cards, and collection of fees.  
• Performs tasks associated with opening and closing the department.
• Responds to customer requests promptly and courteously, referring difficult or unusual requests to the appropriate Library staff with diplomacy.
• Assists customers with use of Library equipment, print resources, technology, and online resources.
• Troubleshoots basic problems with self-check machines, phones, and other departmental equipment.
• Ensures the quality of the collection material by reviewing materials and routing damaged items to the appropriate department.
• Facilitates communication concerning building issues with the Facilities Department and Library management.
• Answers and responds to phone inquiries or routes calls to appropriate department.
• Supports curbside service and used materials sale.
• Handles lost and found materials according to established guidelines.
• Makes announcements over the public address system as needed.
• Accepts used material donations and routes to appropriate location.
• Collaborates on programs/projects with other staff, occasionally at other locations.
• Assists with paging list fulfillment, including pulling, processing, and shelving holds.
• Monitors and maintains order in the public areas to ensure a welcoming environment for customers.
• Assists in maintaining departmental statistics and reports.
• Attends professional development opportunities.
• Performs other related duties and special projects as assigned.

KNOWLEDGE/SKILLS/ABILITIES

• Demonstrates strong written and verbal communication in responding to customers and staff.
• Strong interpersonal skills working effectively with individuals of diverse cultures, communication styles, abilities, and backgrounds.
• Uses problem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.
• Provides quality assistance to customers and staff by seeking to understand customers’ needs and providing relevant support.
• Maintains confidentiality and remains calm in all situations.
• Possesses strong technical skills. Familiar with a range of hardware and software technologies. Keeps current in relevant technology.
• Strong organizational and time management abilities. Complete assignments and projects in a timely manner.
• Demonstrates appropriate money management responsibilities.
• Responsive to change and demonstrates adaptability.
• Takes responsibility for consistent completion and follow-up on all tasks.
• Maintains a positive approach while doing daily tasks and handling complex situations.
• Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

EDUCATION/EXPERIENCE/QUALIFICATIONS

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Bilingual proficiency a plus.

DETAILS

The benefits of this position at the Naperville Public Library include:

• Annual Vacation Accrual: 2 weeks per year
• Holidays: 7 days per year
• Annual Sick Accrual: 12 days per year
• Illinois Municipal Retirement Fund (Pension Plan)
  

*Work Schedule

Mondays 1-5

Tuesdays 5-9

Wednesdays 9-1

Thursdays off

2 Fridays 1-5

1 Friday off

1 Friday 12:30-9:00 (with full weekend)

1 Saturday 8:30-5

1 Sunday 1-5

1 Saturday 1-5 (back-to-back Saturdays)

*Schedule may change

To learn more about us, go to https://www.naperville-lib.org/jobs and Diversity, Equity & Inclusion | Naperville Public Library, IL (naperville-lib.org)