Customer Service Specialist - JFL

Customer Service Specialist

The principal role of the Customer Service Specialist (CSS) is to aid in answering research, technology, circulation, and directional questions from library customers using professional customer service skills. Customer Service Specialists provide frontline staffing at the Customer Service Center, reserve room, and other information desks throughout the facility. A Customer Service Specialist facilitates group study room reservations and usage, assists with library events, and monitors library spaces. As directed by their supervisors, Customer Service Specialists are responsible for assisting with tasks such as following circulation procedures for physical items, maintaining the orderliness of the library book stacks / robotic system, and aiding supervisors in opening and closing the building. Additionally, this position is responsible for implementing an emergency response plan on an as-needed basis in accordance with supervisor directives. This position reports directly to the Learning Commons Manager and Customer Service Leaders.

Essential Functions and Responsibilities

1. Provides basic technology, directional, and research assistance and offers accurate referrals for more advanced customer needs.

2. Ensures students can use library spaces as intended through reserving group study rooms, monitoring spaces, and following instructions to open / close the building.

3. Follows department procedures for circulating materials, retrieving materials from the robotic system, and maintaining the orderliness of the physical item collections.

4. Models a strong sense of professionalism for student employees in all department training initiatives and oversees their performance when staffing the Customer Service Center.

5. Aids in a wide variety of department projects and events which require data collection, marketing department services, or other service accommodations to customer populations.

6. Demonstrates the ability to work in and with diverse populations.

7. Remains abreast of existing and emerging technologies, processes, products, services and leading industry performance benchmarks.

8. Works effectively as a team member, embracing and fostering LU's mission.

Supervisory Responsibilities

This position is responsible for overseeing up to 4 student employees at a time.

Qualifications, Credentials, and Competencies

Must have at least two years' experience working in libraries or related customer service organizations. Strong customer service experience and well-developed communication skills are required. Must have knowledge of database and computer searching techniques, as well as ability to de-escalate conflict using good customer service techniques. Effective communication both verbally and in writing. Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature. Proficiency in Microsoft Office suite. Regularly required to lift 50+ pounds.