Customer Service Assistant - Digital Services

Warren-Trumbull County Public Library is seeking a dynamic and customer-focused individual to join our team as a Full-Time Customer Service Assistant in the Digital Services Department at the Warren Library location. Our library is committed to providing innovative and accessible services to our community, and we're excited to introduce a brand new makerspace alongside our public computer lab.  This position will provide excellent Customer Service (including basic instruction and reference assistance) to users of the adult public computer lab and the brand new makerspace.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides basic instruction on and monitors the use of the library’s adult public computers and makerspace equipment, including 3D printers, Cricut machines, sewing machines, and audio/visual equipment.
• Provides basic technical service and basic troubleshooting of software and minor hardware issues of library equipment; opens help desk tickets and elevates calls for technical service as appropriate.
• Assists in department operations: opens and closes the computer lab and/or makerspace, releases print jobs, takes customer reservations for equipment, counts money, accepts credit card and mobile payments, and balances cash register.
• Assists with basic maintenance of equipment, such as cleaning, disinfecting and dusting equipment; maintains supplies, including paper, ink, toner, etc.
• Able to assist customers with basic use of a variety of customer-owned electronic devices (laptops, tablets, smartphones).
• Answers the telephone, responds to inquiries and directs calls, uses the public address system.
• Ability to utilize functions of the Sierra circulation system needed to assist adult public computer area and makerspace customers.
• Provides users with general information about library services, directing them to other departments or branch library locations as appropriate.
• Applies library policies to be consistent with procedures in public service situations.
• Learns and keeps current with library-provided software, subscription databases, digital resources, and other technology.
• Maintains confidentiality of all customer transactions and records.

QUALIFICATIONS/REQUIREMENTS:

High school diploma or equivalent; additional education or relevant certifications are a plus.  Strong technical proficiency with computers, software applications, mobile devices and basic troubleshooting skills.  Familiarity with makerspace technologies highly desirable.

Experience working in a Customer Service-oriented role. Excellent communication and interpersonal skills.  Ability to adapt to changing technology and learn new skills quickly.  Flexibility to work a full-time schedule, to include evenings and weekends.

Please refer to the Core Competencies for Library Staff on the library's website, www.wtcpl.org.  This position is full-time, scheduled for 40 hours/week. 

BENEFITS

• Retirement Plan: OPERS- Mandatory 10% employee contribution, 14% employer contribution
• Health Insurance with employer contribution to HSA 
• Life Insurance
• 12 Paid Holidays
• PTO Plan
• Employee Assistance Program
• Professional development opportunities

Position will be open until filled.