Customer Services Assistant I

Job Title: Customer Services Assistant I
Department: Customer Services, Naper Blvd Library
Application Deadline: Open Until Filled
POSITION SUMMARY
The Customer Service Assistant I provide consistent, accurate, and timely handling of Library materials for circulation. Contributes to the general order and care of facilities and Library materials.
RESPONSIBILITIES

• Performs circulation and shelving activities for the Library, which may include checking in materials, filing holds, maintaining hold shelves, emptying book drops, processing and sorting new materials, preparing materials for transit, and unloading book carts to sorting shelves.
• Performs tasks associated with opening and closing the department.
• Preparing book drops for extended closures.
• Responsible for all aspects of paging list fulfillment; generate hold lists, pull materials, process holds, pull expired/cancelled holds, re-check materials for additional processing and reconcile problem items by investigating their status and location.
• Ensures the quality of the collection by reviewing materials and routing damaged items to the appropriate department.
• Updates item records as needed.
• Supports curbside service and used materials sale.
• Handles lost and found materials according to established guidelines.
• Monitors and maintains order in the public areas to ensure a safe and welcoming environment for customers.
• Responds to customer requests promptly and courteously, referring difficult or unusual requests to the appropriate Library staff with diplomacy.
• Assists in maintaining statistics and reports.
• Troubleshoots issues with workroom equipment.
• Collaborates on programs/projects with staff, occasionally at other locations.
• Attends professional development opportunities.
• Performs other related duties and special projects as assigned.

KNOWLEDGE/SKILLS/ABILITIES

• Demonstrates strong written and verbal communication in responding to customers and staff.
• Strong interpersonal skills working effectively with individuals of diverse cultures, communication styles, abilities, and backgrounds.
• Uses problem solving skills to assist in determining priorities and finding timely solutions to departmental or system-wide issues.
• Provides quality assistance to customers and staff by seeking to understand customers' needs and providing relevant support.
• Maintains confidentiality and remains calm in all situations.
• Uses multiple tools to answer questions, uses common office equipment and relevant computer software for daily tasks, communicates to manage workflow.
• Keeps current in relevant technology.
• Strong organizational and time management abilities. Complete assignments and projects in a timely manner.
• Responsive to change and demonstrates adaptability.
• Takes responsibility for consistent completion and follow-up on all tasks.
• Maintains a positive approach while doing daily tasks and when faced with adversity.
• Demonstrates a broader understanding of the job and looks for ways to improve Library services and support coworkers.

EDUCATION/EXPERIENCE/QUALIFICATIONS

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Bilingual proficiency a plus.

DETAILS

• The benefits of this position at the Naperville Public Library include:
  • Annual Vacation Accrual: 2 weeks per year
  • Holidays: 7 days per year
  • Annual Sick Accrual: 12 days per year
  • Illinois Municipal Retirement Fund (Pension Plan)

WORK SCHEDULE
Monday: 1-5 pm
Tuesday: 8:30 am-1pm (3x per month); 8:30am-1:30 pm (1x per month)
Wednesday: OFF
Thursday: 1-5 pm
Friday: 5-9 pm
1 weekend per month:
Saturday: 8:30am-1 pm Or 10 am-2:30 pm Or 12:30pm-5 pm (rotation)
Sunday: 12:30-5 pm
1 weekend per month:
Saturday: 8:30 am-1pm Or 10 am-2:30 pm Or 12:30 pm-5pm (rotation)
*Schedule may change.
To learn more about us, go to and Diversity, Equity & Inclusion | Naperville Public Library, IL (naperville-lib.org)