Customer Service Representative

Full Job Description

General Purpose: Under manager’s 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.

Requirements

PRIMARY DUTIES AND RESPONSIBILITIES:

• Sorting and shelving books.
• 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 assist in scheduling computer classes; and provides general information, department locations and current library events information.
• Provides support to the assigned Library supervisor on matters as directed.

Depending on area of assignment:

• Greets customers, answers and routes phone calls to appropriate locations.
• 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 and cleans and sanitizes computers.
• Assists with special programs; contact references and schedules to customers wanting to attend the program; compiles program packets.

Qualifications

Education and Experience:

• Minimum age requirement of 14 years old.
• Minimum of six months of Clerical experience that involves customer service
• Preferably using automated computer tracking and software systems

Required Knowledge and Skill;

• Interacting with a diverse background.
• Ability to learn library rules, policies, and procedures.
• Clerical office skills and keeping accurate records.
• Making basic mathematical calculations quickly and accurately.
• Time management skills.
• Ability to learn the Dewey Decimal System.
• Establishing and maintaining effective working relationships with Library staff 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.
• Must be able to work a flexible schedule including Saturdays and Sundays.