Customer Service Specialist

Job Title

A career with a purpose in the community you love!

Salt Lake County invites you to explore our exciting career opportunities. We seek highly enthusiastic individuals to enrich our County with your experience and talent. If you enjoy working in a team environment that is committed to changing the lives of its community, please keep reading.

What It's Like To Work Here

At Salt Lake County, our culture is woven into all aspects of our work and our employees' lives, from the way we treat each other to the way we support the community. To promote and foster a fun and healthy work environment, we appreciate employees through great benefits, a healthy work-life balance, and room to grow and develop.

Surround Yourself With

Peers who are motivated to make a difference in the lives of those we serve. We serve Salt Lake County and envision a safe and beautiful place for all to live, work, and have fun. Salt Lake County is about connecting people and championing our community. Our community is more than a place; it's our heart and service that brings us together.

We Encourage Work-Life Balance

Working for Salt Lake County is more than just a paycheck. A career with us includes several benefits and perks. We support our employees with 12 holidays, up to 24 vacation days, 12 sick days, and one personal day every year. Some positions have a hybrid work environment, giving you the flexibility to manage working from home and being in the office.

Additional Benefits Include:

• Retirement options for hybrid pension/401(k) or 401(k) only with 10% employee contribution
• Medical coverage, including a 100% county-paid premium option
• Dental and Vision coverage with coverage for adult designees
• Health Savings account with a county contribution of up to $1200 per year, or a Flexible Spending Account
• 100% county-paid Long-Term Disability and employee-paid Short-Term Disability options
• Professional Development and professional membership fees paid
• Tuition Reimbursement
• Plus: Onsite medical clinic and gym; hospital insurance, auto insurance, and home insurance, and discounts at County facilities

JOB SUMMARY

Provides public service in the circulation area to register and issue library cards, check out materials, accept payments for fines and fees, handle inquiries, and resolve customer account problems. Fills and processes holds and performs a variety of other clerical tasks.

MINIMUM QUALIFICATIONS

One (1) year of direct customer service experience.

Must successfully complete the Library Software and cash handling procedures training within sixty (60) days of hire date.

Due to the nature of this position, the successful applicant must pass a required pre-employment background check.

ESSENTIAL FUNCTIONS

• Provides public service at the Circulation Desk in person and on the phone.

• Collects payments for fines, fees, book sale items, and supplies.

• Resolves customer account problems. Waives or negotiates payment of charges, as appropriate.

• Checks library materials in/out, places holds, renews items, searches for and retrieves materials.

• Assists and trains customers to operate library equipment; troubleshoots basic equipment malfunctions.

• Reviews library card applications, verifies eligibility and identification, issues and/or updates library cards.

• Provides information about borrowing policies, library services, and programs, etc.

• Fills and processes hold requests.

• Uses PC and specialized software, payment transaction system, and other library equipment (self-check machines, laser, printer, copier, etc.)

• Assists with technology troubleshooting, both for patrons and with in-house computers and machines as needed.

• Performs assigned support tasks, sorting, shelving, and other clerical duties.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA)

Knowledge of:

• Basic library processes

• Basic cash handling procedures

• General office methods and procedures

Skills and Abilities to:

• Perform data entry/keyboarding

• Operate a PC and other library equipment

• Problem-solving and conflict resolution

• Use software programs

• Perform alphabetic and numeric sorting and shelving

• Read, write, and communicate in English

• Deal tactfully and courteously with the general public

• Concentrate and accomplish detail-oriented tasks

• Organize workloads and prioritize tasks to adhere to deadlines

• Respond quickly to changing priorities

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Work is performed primarily in an indoor environment, with occasional exposure to outside weather conditions when emptying book drops. Significant standing and walking, repetitive movements, ability to bend, kneel, stoop, reach, lift up to 30 pounds, and push/pull a loaded shelving cart weighing up to 150 pounds.

IMPORTANT INFORMATION REGARDING THIS POSITION

Work schedules include day, evening, and alternate Friday/Saturday shifts.