Job Title: Library Customer Service Specialist
Description
Come join Hennepin County Library (HCL) in our Library Services Division. We are looking to fill multiple Library Specialist roles across the county.
Specialists are most often the first point of contact in providing a welcoming environment to all library users. They assist patrons with the use of library equipment, help patrons who are applying for and receiving library cards, and handle all borrowed and returned materials. These positions require a large amount of physical activity throughout the entire shift, top notch customer service, and great attention to detail.
Location and Hours:
These position locations and hours vary according to the current needs of the Hennepin County Library system. You can find a list of our libraries here. In addition to working daytime hours, a regular schedule of evening and weekend hours is required. These roles require working face to face with the public on-site. Full-time part-time vacancies are available and will be filled as needed over the next 3-6 months.
In This Position, You Will:
- Provide strong customer service in person, over the telephone, and online.
- Assist with patrons with checking out and returning materials, accepting payments for fines/fees, issuing new library cards, and resolving patron concerns regarding service and policies.
- Assist patrons with the use of library technology and resources, including library computers, printers, scanners, photocopiers, downloadable materials, and audiovisual equipment.
- Shelve books, DVDs, CDs, magazines, and other materials in their proper location.
- Unpack, sort, and organize library materials from daily deliveries and returns; in some buildings, this requires the use of an automated materials handling machine to move materials with conveyors and other electronic parts.
Need to Have:
- One of the following:
- Eighteen months or more of customer service experience.
- One year or more of customer service experience and completion of the Office Specialist Pathway Training program.
- Six months or more of customer service experience and completion of the Healthcare Clerical Pathway Training program.
- Note: Education may be substituted for experience on a month for month (3 semester credits = 1 month) basis.
- Ability to:
- Bend to the floor, twist, and reach above one's head to put books on shelves.
- Lift, pack, unpack, and move boxes of library materials, and push book carts requiring up to 20 pounds of push force to move with or without a reasonable accommodation.
- Be available for a combination of daytime, evening, and weekend work shifts.
- Must be sixteen years of age or older.
Nice to Have:
- Experience in providing customer service in person, over the telephone and online with individuals from diverse backgrounds including people with limited English skills.
- Ability to use and provide routine troubleshooting for mobile devices, computers, and computer software including Microsoft Office and internet browsers.
- Experience providing customer service in a reception area, retail, or a similar setting that included accepting payments, answering questions, or explaining policies to members of the general public.
- Fluency in one or more languages.
