Job is Expired Contact Center Technician

Douglas County Libraries / Philip S. Miller Library, 100 S. Wilcox St., Castle Rock, CO

Job deadline Apply by October 23rd, 2013   Job salary $13.79 to $18.65 per hour   Job type of library Public   This job is located in Colorado Colorado

Job Description

WE CURRENTLY HAVE TWO (2) CONTACT CENTER TECHNICIAN OPEN POSITIONS, AT PHILIP S. MILLER LIBRARY: ONE PART TIME/NON-EXEMPT (26 HOUR) POSITION, AND ONE FULL TIME/NON-EXEMPT (32 HOUR) POSITION.

The Contact Center Technician position provides circulation, technological, instructional and other general service assistance to library patrons of all ages over the phone and via the Internet in a contact center setting. This position is responsible for responding to patron contacts by listening empathetically to the patron, clarifying and assessing patron needs, and answering patron questions in a prompt and effective manner utilizing a phone system and/or multiple computer systems simultaneously. Work is performed under general supervision.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Responsible for answering inquiries and resolving patron questions generally within 5-7 minutes. Seeks help from team members and from Contact Center Department Head, or transfers calls to specific branches or staff as needed. Practices the “patron comes first” philosophy.
• Successfully represents the library with tact and courtesy, showing the ability to think and act appropriately under pressure and time constraints. Exhibits sound professional judgment and demeanor in all public and staff transactions.
• Strives to meet all Contact Center call goals and to follow all required Contact Center call procedures.
• Utilizes automated circulation system in order to place holds, renew books, check and update patron records and other circulation functions.
• Demonstrates competency in search skills and in the use of computer searching techniques.
• Skilled in website navigation, use of eMedia, online subscription databases, and search engines.
• Utilizes remote access tools to connect to patron computers for purposes of providing support.
• Utilizes knowledge of numerous library subject areas to assist patrons and staff with their inquiries. Utilizes knowledge of branch collections and staff subject expertise to accurately transfer phone calls when a more in-depth search is necessary.
• Demonstrates ability to conduct reference interviews to determine specific informational requirements for patrons. Refers in-depth or difficult reference questions to the appropriate staff members. Highly skilled in interpersonal communications and the ability to understand, interpret, and paraphrase patron questions in order to negotiate successful outcomes.
• Shows competency in using Contact Center software to take and queue phone calls. Competent in using booking software to register patrons for programs, book meeting rooms, and other essential functions.

KNOWLEDGE, SKILLS AND ABILITIES:
• Must possess superior customer service skills.
• Must be able to learn all circulation processes, procedures and automated circulation system functions. Previous circulation experience is preferred.
• Must be skilled in supporting patrons in the use of download-able eContent.
• Must be a self-starter requiring little supervision.
• Must demonstrated ability to communicate effectively with a diverse population.
• Requires ability to effectively resolve patron complaints and handle difficult situations involving patrons.
• Requires basic knowledge of the principles of reference services, including reference tools and search approaches.
• Must have the ability to learn and become proficient in functions required to perform job duties, working effectively independently or as part of a team to complete tasks as assigned.
• Must communicate effectively using English. Must read, write and understand English at a level appropriate to the position.

Description of Community

The pioneer spirit, accompanied by the beauty of the mountains, foothills and plains, is gloriously evident in Douglas County. The County’s strength, as the centerpiece of the Denver/Colorado Springs development corridor, is a perfect blend of quality lifestyle and business environment. Through engagement, education, and entertainment, Douglas County Libraries transforms lives and builds community, and is a passionate advocate for literacy and lifelong learning. Douglas County Libraries, **USA's #1 Library (Hennen American Public Library Ratings, 2009, 2010),** is a major contributor as to why Douglas County has been nationally recognized as a great place to live, work and raise a family.

Required Education

  • High School or Equivalent

Preferred Education

  • Bachelor's Degree

Other Education Credentials

• Education: Bachelor’s degree or Associate’s degree is preferred. High School diploma or GED equivalent required.
• Experience: Two years of previous library or bookstore experience. Call Center experience preferred.

Experience (years)

Required Preferred
Supervisor - -
Professional - -
Library 2 -

Language Skills

  • Spanish is Not Required
  • English is Required

Other Required/Preferred Skills & Experience

• Must possess superior customer service skills.
• Must be able to learn all circulation processes, procedures and automated circulation system functions. Previous circulation experience is preferred.
• Must be skilled in supporting patrons in the use of download-able eContent.
• Must be a self-starter requiring little supervision.
• Must demonstrated ability to communicate effectively with a diverse population.
• Requires ability to effectively resolve patron complaints and handle difficult situations involving patrons.
• Requires basic knowledge of the principles of reference services, including reference tools and search approaches.
• Must have the ability to learn and become proficient in functions required to perform job duties, working effectively independently or as part of a team to complete tasks as assigned.

•Must communicate effectively using English. Must read, write and understand English at a level appropriate to the position.
• Computer Skills: Must demonstrate competency in computer use including internet, email, Microsoft Office Products (or equivalent). Keyboard skills required at an equivalent of typing 35 words per minute with minimal errors. Must be able to learn and become proficient with equipment and software programs as required to effectively and efficiently perform assigned duties.
• Physical Abilities: Must have the physical ability, stamina, mobility and manual dexterity to: Work at computer workstations, repetitively for extended periods. Access and transport relevant materials up to 35 pounds, and read a minimum 8 point font, regularly. Participate in meetings or events at various locations and hours, as required. On an occasional basis, tolerate residual smoke, dust, mold or foreign substances on materials.

Application Requirements

Apply via our online application system at DouglasCountyLibraries.org. Hand delivered, mailed, emailed or faxed applications and resumes will not be accepted. EOE.

Additional info

WE CURRENTLY HAVE TWO (2) CONTACT CENTER TECHNICIAN OPEN POSITIONS, AT PHILIP S. MILLER LIBRARY: ONE PART TIME/NON-EXEMPT (26 HOUR) POSITION, AND ONE FULL TIME/NON-EXEMPT (32 HOUR) POSITION.

BENEFITS FOR 32 HOUR POSITION.

Links

Our web site: http://www.douglascountylibraries.org/

Number of Positions

2

Masters Degree in a Program of Library and Information Science

Not required

Salary

LRS.org Wage Calculator $13.79 to $18.65 per hour

Hours per week

26.00

Evenings

Some

Weekends

Some

Benefits

Retirement
Medical
Dental
Paid Sick
Vacation/Holiday Leave

Date Posted

October 1st, 2013

Number of Views

1183

Location

Google Map location