Telephone Contact Center

The Public Library of Youngstown and Mahoning County (OH) seeks representatives who provide excellent customer service by answering incoming telephone calls from library customers and quickly and accurately assesses customer queries and either responds directly or transfers the caller to the appropriate staff member department or agency. Assists library customers with their library accounts their material and basic library equipment questions and overall answering or directing customer inquiries while in a branch/department. Under the direction of a Supervisor and/or Public Service Specialist or Lead performs a variety of duties that relate to the overall circulation and maintenance of library materials. Fulfills basic clerical and operation duties as assigned. Assists in training new hires and transfers as needed.

Responsibilities

1. Provides excellent customer service and acts as the first face of the library by assisting library customers with access to information services and resources answering questions program registrations transactions and library collections. Utilizes a variety of methods to provide this assistance including (but not limited to) phone switchboard operations electronic methods and face to face interactions. Resolves customer concerns and issues and refers these issues to the supervisor or other staff member when needed. Uses appropriate library technology and demonstrates use of equipment and technology to customers. Uses good judgment when interacting with customers and other staff members. Understands and adheres to Library policies. Facilitates library usage by customers and creates a warm and welcoming environment.
2. When not answering the phone performs assigned clerical tasks to support public service and also provides public service coverage as needed at branches and departments system-wide on a regular weekly basis.
3. Responsible for the maintenance of materials and library collections as well as facilitating the flow of library materials throughout the system. Duties that relate to material maintenance may include but are not limited to checking materials in and out of the system shelving materials providing inventory control of materials (discarding checking for damage and noting condition confirming receipt of periodicals etc.) fulfilling holds renewing items maintaining periodical collections mending or cleaning materials and straightening or organizing shelves. Duties may vary according to location.
4. Performs clerical duties in support of library operations procedures and community outreach as needed Understands library technology or systems required to perform job duties. Follows standard routines for opening and closing and securing the Library or department. Effectively executes daily/weekly/monthly work list of duties. Maintains a safe clean and orderly work environment.
5. Compiles statistical reports by collecting collating and tabulating data. May assist with library surveys or other types of information gathering.
6. Any and all other duties as assigned.

Requirements

1. High School Diploma or equivalent is required.
2. Ability to deal effectively with the public.
3. Nature of work requires an ability to effectively communicate and exchange information collect compile and prepare work documents and operate standard business office equipment.
4. Pleasant phone voice and demeanor including sufficient vocal poise to master vocal cadence pitch speed and pace.
5. Travel to other library branches required frequently.
6. Majority of work is performed in a general office / library environment.
7. Availability for extended or non-traditional hours as needed to perform job duties.
8. Participation and attendance at promotional events and off-site meetings may be required at managements discretion.
9. Able to reach bend climb squat lift 25lbs push up to 50 lbs and stand for long periods of time.
10. Ability to work harmoniously with other staff members to follow assigned work schedule policies and procedures and to maintain a positive attitude and a dependable attendance record.
11. High School Diploma or equivalent is required.

Work Schedule

• Must be willing to work days evenings and Saturdays (rotating shifts).
• Must be willing to work at the various locations throughout our Mahoning County system.
• Full-time hours are generally 40 hours per week. Part-time hours are generally 24 hours per week with the option to work additional hours possible.
• Travel to other library branches required occasionally.
• Availability for extended or non-traditional hours as needed to perform job duties. Participation and attendance at promotional events and off-site meetings may be required at managements discretion.

Some Benefits Include

• Health Insurance (Medical/Dental/Vision)
• Paid Life Insurance
• Voluntary coverage including; Additional life insurance accident coverage critical care
• Wellness program
• Paid vacation 11paid holidays sick time personal days Paid Parental Leave
• Employee discounts
• OPERS participation

PLYMC is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. PLYMC is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation please contact the Human Resources Department at.

For questions pertaining to this job or others please email us at .