Customer Service Representative (Part-Time)

The Pueblo City-County Library District is seeking a part-time Customer Service Representative, to assist in providing exceptional Customer Service and support at the Pueblo West library.

The successful candidate will work 20 hours per week, Monday to Thursday, 4-9 pm, with Fridays, Saturdays, and Sundays off (except one Sunday every seven weeks from 1:00 pm - 5:00 pm is required). The person in this position reports to the department manager and collaborates with team members to proactively address customer needs by increasing their awareness of library resources and services.
Primary Duties and Responsibilities:

• Engages in facilitated Customer Service to provide assistance at the point of need; roves to greet customers, offers assistance with locating materials, provides reference information.
• Proactively provides information to customers to promote circulation of materials and program attendance.
• Explains library policies and procedures to customers.
• Demonstrates excellent communication skills, including active listening skills, to de-escalate situations and resolve basic customer issues.
• Instruct customers on using library's computers, digital devices, and e-resources. Stays current on use of new technologies and library resources.
• Supports team members by performing tasks such as shelving and preparing for programming.
• Maintain statistics and creates reports as needed.
• Demonstrates knowledge and skill using Automated Materials Handling (AMH) equipment, hydraulic lifting equipment, and Self-Service Check-out Stations.
• Participates in maintaining a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.
• Attends All Staff Development Days and other training sessions to acquire new skills and stay current on library services, programs, and events throughout the district.
• Regularly accesses electronic timekeeping, payroll, and personnel employee access systems

Job Duty Variables Dependent on Department/Branch

• May regularly be assigned to work at library locations throughout the library district.
• May regularly be assigned to work in the call center to receive in-coming calls for the District and provide customer assistance.
• May be assigned to regularly work with automatic materials handling equipment (AMH) and hydraulic lifting equipment.

Qualifications:

• High School diploma or GED and one year of related work experience required
• Two years of college, Associates degree, or certification in library science preferred
• Excellent proactive Customer Service skills with an ability to present a positive image of the library in attitude, communication style, and appearance
• Basic computer skills for use of email, internet, electronic timekeeping, on-line work order system, and employee access database
• Ability to interact effectively with diverse populations, including people of all ages, backgrounds, races, and special needs populations
• Accurate alphabetical, numerical, and subject filing
• Basic mathematical skills, including accurate handling of money
• Basic math and English language skills, both written and verbal, are required
• Experience using library ILS software, databases, and e-services with the ability to instruct customers on their use
• Problem-solving skills with the ability to listen, address basic customer concerns, and assist customers in resolving issues
• Ability to actively participate and contribute as a team member as well as work independently, follow instructions and use good judgment

Physical Requirements:
Must have the ability to do repetitive work including hours of standing, bending, kneeling, shelving, lifting, pushing, and pulling
Must be able to lift objects weighing up to 50 pounds and push /pull a fully loaded book cart weighing up to 200 pounds
Other Requirements:
Must be able to work a flexible schedule, including days, evenings, and weekends
Must submit to and successfully pass a criminal background investigation
Hourly Wage: $14.85 per hour
Benefits: For regular part-time employees, PCCLD offers a discount dental plan and a tele-health plan. PCCLD is a PERA employer and offers PERA retirement plans and 401(k) and ROTH retirement plans. The library district also provides paid leave in the form of 11 holidays, vacation, sick, and personal paid time off.

Equal Opportunity Employer:
As an Equal Opportunity Employer, Pueblo City-County Library District does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation including gender orientation, genetic information, military status, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity, and selection decisions be based on job-related factors.