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Customer Service Representative

Position Overview

Under close supervision, performs routine library customer service functions and tasks within the Detroit Public Library (DPL) including greeting customers, assisting with routine circulation activities, entering and retrieving data from automated systems, and assisting library users.

Position Type
Part Time
Salary Range
$ 10.28 - $ 12.15 per hour – Part-Time 20 Hours a Week
Job Family
Public Services Group
FLSA Status
Non-Exempt
Bargaining Unit
AFSCME 1231
Revision Date
November 2010

General Purpose

Under close supervision, performs routine library customer service functions and tasks within the Detroit Public Library (DPL) including greeting customers, assisting with routine circulation activities, entering and retrieving data from automated systems, and assisting library users.

 

Supervision

Works under the close supervision of assigned Library – supervisor; and does not exercise supervisory responsibility.

 

Distinguishing Characteristics

This is first in a series of three in the Customer Service Representative job series. It is distinguished from the Customer Service Representative II in that incumbents perform tasks requiring a working knowledge of library procedures and policies as they relate to the work assignment.  Incumbents perform work that is routine and repetitive in nature and tasks are generally well defined.  Problems are solved by applying past experiences and guidelines are clear, well-defined, and applicable to the tasks assigned.  

Primary Responsibilities

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Depending on area of assignment:

  • Sorting and shelving books.
  • Greets customers; receives and routes phone calls to appropriate locations; checks out and discharges library materials to customers; processes new library cards and renews library cards; reminds customers of library rules as needed; receives fines for overdue, lost, or damaged items; bills customers for lost or damaged materials; resolves minor customer issues; answers questions and directs customers to appropriate areas for service; operates cash register; and clears materials from the drop box.
  • Assists in processing and cataloging books, magazines, newspapers, audio and video materials; and maintains computer usage tallies in the DPL computer system.
  • May process, sort, and deliver incoming and outgoing mail; runs work related errands and performs other duties for librarians as requested; cleans and sanitizes computers, keyboards, computer screens, phones, and other related equipment each day; opens and logs onto computers and configures printers each day prior to open; keeps department in an orderly fashion by picking up trash, pushing chairs up to tables, and aligning books on shelves and book displays; and logs off computers and shuts down other peripheral equipment at closing.
  • Assists customers with troubleshooting issues including  with basic computer functions as well as offering help with a variety of items including job searches, electronic unemployment filing, finding and printing coupons, and webpage navigation; and troubleshoots failed equipment such as printers, fax, copy machines, and computers.
  • Assists with special programs; researches and provides information and contact references and schedules to customers wanting to attend the program; compiles program packets; and assists customers in finding or locating correct program specific materials.
  •  Receives and processes new materials such as books, DVDs, video games, audiobooks, magazines, and newspapers; repairs DVD cases; maintains damaged or missing library materials; conducts interlibrary loan searches and retrieves all loan request forms from Library departments; makes minor repairs to worn and damaged books; discards library materials and assists with preparations for book sales.
  • Operates office equipment including copiers, laminating machines, printers, and faxes; laminates forms and books; may serve as teaching assistant for scheduled computer classes; and provides general information, department locations and current library events information at the Welcome Desk.
  • Provides support to the assigned Library – supervisor on matters as directed; participates on a variety of committees as assigned; prepares and presents reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Library policies and procedures, rules and regulations.
  • Ensures an environment of customer-responsive services, providing customer-responsive service and handling customer service issues.
  • Performs other duties as assigned or required.

Minimum Qualifications

Education and Experience:

High School Diploma/GED and six months clerical experience that involves heavy customer service; preferably using automated computer tracking and software systems; OR an equivalent combination of education and experience.

Required Licenses or Certifications:

  • None.

Required Knowledge of:

  • Basic policies and procedures relative to library operations.

  • Basic reference and circulation processes and procedures.

  • Library or other automated computer systems, databases, and software.

  • General office practices, procedures, and equipment.

  • Basic mathematics principles and practices.

  • Public and community relations principles and practices.

  • Other pertinent federal, state, and local laws, codes, and regulations.

  • Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.

  • Public library operations, services, and policies.

  • Customer service standards and procedures.

 Required Skill in:

  • Interacting with people of different social, economic, and ethnic backgrounds.

  • Quickly learning library rules, policies, and procedures.

  • Quickly learning how to conduct reference and circulation duties.

  • Providing customer service and assistance to library patrons.

  • Clerical office skills and keeping accurate records.

  • Making basic mathematical calculations quickly and accurately.

  • Meeting deadlines and adapting to unexpected changes and interruptions in workflow and individual assignments.

  • Working cooperatively with internal and external customers in a professional, friendly and cooperative manner.

  • Responding to routine inquiries and in effective oral and written communication.

  • Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.

  • Establishing and maintaining effective working relationships with Library and department staff, board members, outside agencies, and the general public.

Physical Demands / Work Environment: 

  • Work is performed in a standard library environment.

  • Subject to sitting, standing, walking, stair climbing, bending, reaching, and lifting of objects up to 25 pounds. 

  • Must be able to push/pull library carts and lift/carry library materials.

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